Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
An agent getting nothing while a queue fills up has six possible causes. Five of them are checkable in two minutes.
Symptoms
- One agent receives nothing while colleagues are busy.
- A queue grows and nothing is handed out.
- It worked yesterday.
Resolution steps
1. Their status
The first thing to check, every time. Routing only assigns to agents who are available, and statuses are per channel, so someone can be available for email and not for chat.
2. They are at capacity
An agent holding their maximum receives nothing more until they close something. Working as designed, and it looks identical to being broken.
3. They are not in the queue's group
Queues hand out to specific groups. An agent outside them gets nothing from that queue however available they are.
4. Skills do not match
Where skills are in use, a ticket needing a skill only goes to agents who have it. A skill added to tickets but not to any agent means nothing routes at all.
5. Idle timeout moved them
Agents can be set to unavailable automatically after inactivity. Someone in a meeting comes back to find they have been receiving nothing.
6. The queue has no group with anyone available
The account-level version. The queues dashboard shows this: work waiting with nobody eligible.
Where to look
The queues dashboard and the agent status page answer four of these six at a glance, which is faster than asking the agent what they are seeing.
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