Symptom / Need

Messages are successfully received by the platform, but are not assigned to the agents linked to the skill, even though they are connected, in a Ready state and with free concurrent capacity.

Impact on Dashboard metrics: The skills tab shows a number of pending chats, while the chats and interactions tab confirms the same number of unassigned chats and the agents appear without active chats.

Context / Scenarios

Technical mapping: This occurs in Wolkvox Manager within the Routing or Omnichannel module, involving components such as Skills and attributes such as: Services and Priority Levels.

Failure scenario: Multiple skills (e.g., Skill A and Skill B) that share the same Service (e.g., Service "General") and the same Priority level (e.g., "Medium").

Answer / Solution

How the platform works

The wolkvox chat assignment engine evaluates the Service and Priority before validating the specific skill:

• When a chat enters a specific skill (e.g., Skill B) that has no connected or available agents (or its only agent is logged out), that chat is held in the queue of that service.
• If other skills (e.g., Skill A) share the same Service and Priority , the system preemptively blocks the global distribution of new chats for that service until the oldest interaction in the queue is served.
• This behavior prevents other skills from processing interactions, even when their specific agents are in an Available state and capable of attention.

Configuration Recommendations and Best Practices

• Service Independence: It is ideal to configure a single, independent service for each skill in the operation (for example: Sales_Service, Support_Service), avoiding reusing or sharing the same service among multiple skills.
• Agent Monitoring by Skill: It is recommended to continuously verify that all active skills in the routing have at least one advisor connected and trained to receive interactions.

Escalation criteria to the Service Desk:

If the chat assignment failure persists despite meeting the following requirements, the case should be escalated to the Service Desk to execute the technical review protocol.

• Each skill has an independent service configured.
• The priorities are correctly set.
• There are agents in the Available (Ready) state associated with the affected skill and with sufficient capacity.

To escalate the case, please consider the following information to document the case:

• Name of the operation and affected skill.
• Detailed description of the new feature and configuration validations performed.
• List of queued chats with their ID, date and time.
• Screenshots or reports from the Dashboard in the skills and interactions tabs where the new feature is observed.
• ID of the agents who were available at the time of the incident.