Blog Post
Hi! We tested out the PushNext conversation timer and received feedback from our advisors, that they kept getting cases pushed at the set interval, while they were already working on conversations.
We have our PushNext setup as such, that it should stop pushing new cases if an advisor has even a single conversation in their "Assigned to me" queue, because we want to focus on continuing and wrapping up existing conversations before moving on to new ones.
At the same time, we allow for up to 6 concurrent "Assigned to me" conversations per advisor. This means that this queue can populate and grow up to 6, if an advisor is currently working on a case and customers that they've previously interacted with come back with a reply.
The feedback we've received was that with a PN conversation timer enabled, they're getting new cases pushed, even though they're actively working and drafting a reply to a conversation that's a reply from a customer that is now in their "assigned to me" queue.
We'd like to know if this new feature correctly adheres to the "Stop pushing from Available when agent has X conversations assigned to them." setting or it pushes a new case after a response is sent, regardless of the current state of the "Assigned to me" queue.
Hoping you can help us bring some clarity into this DianeL. Thanks in advance!