FocalScope's automated Ticket Queue will automatically route tickets to available agents. Available agents means that the agent is part of a ticket queue, logged into FocalScope, and their agent status is set to ready. If all the agent's queues are full, then the system will halt assigning new tickets to agents. This article details how you can verify available agents and increasing the queue limit for each agent to ensure that new tickets continue to be assigned promptly.
New tickets enter the system but the Ticket Queue does not automatically assigned them to the attending agents.
First, the agents have to be logged in and that their queue state should be set to [Ready] (see Figure 1).
Figure 1 - Checking your queue status
Please note, administrators can get an overview of all queue agents' states as follows:
Figure 2 - An overview of agents' states
Second, verify that the ticket-queue length configured for each agent is not being filled by new tickets. If the agents' queues are full, increase the limits for each agent’s queue to ensure new tickets are assigned to an agent the moment the tickets enter the system.