Blog Post
Hi both, thanks for responding and helping me figure this out.
LizH If I understand you and DianeL correctly, and the limits to assignments do apply, then it seems we do indeed have some sort of issue on our hands. We have it set that push next should stop pushing cases from Available if an advisor even has a single assigned conversation as we do want to prioritise existing over new convos. I'll attach a screenshot of our current settings so you have some visual aid of how this looks on our end.
Thanks for the tips on the WrapUp. Luckily we don't have an issue with that and do utilise a WrapUp yellow status exactly as you describe. The issues seem to happen only with the new timer, everything is working as expected otherwise when we turn it off.
I went ahead and opened a support case as recommended: 00425170 - [ ref:_00D2E12dgH._500Uv1AHwk:ref ]
Hope we can have this looked into, as we do want to utilise the timer in order to prevent advisors from artificially working around PushNext by keeping cases open on screen without the need to do so. The encountered issues are however an absolute blocker as they prevent us from focusing on assigned cases and wrapping those up vs. giving advisors new cases to work on before they're done with their assigned ones.