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Status Backlog
Categories Load balancing
Created by Guest
Created on Dec 10, 2021

Load balancing checking rule conditions again before assigning

Load balancing rule conditions are checked when a conversation *enters* the queue, but not when Front tries to assign. Ex:

- Rule says "when inbound, if in inbox A, then assign load balance"

- Conversation comes in inbox A, no teammate capacity, goes to queue

- Conversation is moved to inbox B

- Teammate becomes available with capacity.

- Conversation is assigned despite not matching the conditions

It would be great if Front checked conditions both when delaying and trying to assign.

  • Attach files
  • Guest
    Dec 18, 2023
    • Expand that function to allow load balance per inbox