Muhammad_Faizan | 2021-10-13 18:40:19 UTC | #1
Hi,
A very strange behavior is observed in the G-cloud where if an agent is already connected to a conversation and a second conversation is attempted to pair to the same agent using manual assignment API ( [api/v2/conversations/{conversationId}/assign]), instead of getting a failure/error in response we get success and the conversation started ringing on the agent station. We expect that in this scenario platform API should fail. I have listed down the scenarios, where this API fails.
We observed that the assignment API gets failed in the following cases: 1- Agent went Off Queue 2- Another conversation is already ringing on the Agent (Pending on another conversation) 3- Agent Pending on Off Queue 4- Agent does not have the associated station
However if agent is already connect there is no failure which is very unexpected.
Is this a bug in G-cloud platform?
Eos_Rios | 2021-10-13 19:10:11 UTC | #2
What is your Utilization set to? ( /admin/admin/organization/utilization )
Muhammad_Faizan | 2021-10-13 19:23:37 UTC | #3
Muhammad_Faizan, post:1, topic:12359
[api/v2/conversations/{conversationId}/assign
Max capacity is set to 1 and the same utilization is set for the agent as well which I believe over writes the org setting but nothing worked.
Eos_Rios | 2021-10-14 13:36:24 UTC | #4
I suspect the Utilization limit is another thing it intentionally ignores then and what you're experiencing is classified as a "feature". @Becky_Powell any documentation to support that either way?
system | 2021-11-14 13:37:20 UTC | #5
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