Khoros Care Release Notes, week of August 7, 2023

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You may want to review this article on Push Next for agent capacity.

https://community.khoros.com/t5/Managing-Conversations/About-the-Push-Next-work-queue-configuration/ta-p/721434

An agent’s capacity is determined by:

• The maximum number of conversations that an agent can have in their Assigned to Me queue before they are no longer pushed conversations from the Available queue.
  
  Note: Snoozed and pending conversations are not included in the count for this value.
  
  
• The total number of conversations that an agent can have in their Assigned to Me queue

If your agents have all of their assignments snoozed or in pending, then that opens up their push next capacity to take on additional conversations. This is a Push Next setting, not dependent on the timer setting. It also means that if the conversation in view is in a snoozed or pending status the timer will push the next conversation into the agents view. This is by design to automate pushing the next most priority case into an agents view that requires a response.