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Thanks DianeL , would be lovely if we can get some more insight.
Aware of the stipulations and technically, the 2nd bullet point might be the culprit, if "navigates to an open conversation that was previously assigned to them" includes a conversation where a user replied and that got added back to the advisor's "assigned to me" queue. However, I would consider this not a "previously" assigned convo, but a currently assigned one (by definition it's currently in their assigned queue). I'm really not sure what's going on.
The same article you reference has an explanation of the "Stop pushing from Available when agent has ___ conversations assigned to them" setting and as it reads, our expectation would be that, since the Conversation Timer basically pushes cases, to correctly adhere to that setting and pause pushing if an advisor is at "capacity". Which at least according to the feedback of our advisors is currently not the case.