Blog Post
RE: "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."
If the most recent post for the conversation in view was by the agent, then the timer will continue to run and push the next conversation. The next conversation could be a current assignment that came out of pending due to a author reply, an conversation that came out of snooze, or a new conversation assignment.
If the agent needs to wrap up all of their open conversations at the end of their work day or enter some notes, then the best practices is to do that while in the agents yellow state. The Push Next will not push new conversations to agents in the yellow state, because Yellow means they are not available for a new conversation.
RE: 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.
The Push Next Timer is an enhancement to Push Next and will continue to push conversations the same as if the agent manually selected "x" to clear the current conversation (to be pushed the next conversation). All rules for push next will still apply, including limits on the number of assignments.