Why do I receive more conversations compared to my co-workers?
Issue
While working in Mobile Service Cloud I get a lot more conversations assigned to me compared to my co-workers.
They don't seem to be distributed evenly. What is the reason for this?
Resolution
Check and compare the following setting to the colleague's that seem to get less conversations.
- Connected channels within the webstore settings
- Usage of status, Online, Offline, Away, Service Hours
- Advanced triggers
- Current workload compared to your colleagues
- Webstore ownership
Potential Causes
There are several possible causes:
- Your colleagues have a different status (Online, Offline, Away, Service hours)
- You are connected to more channels and webstores than your colleagues, can be checked in Settings - Web stores - [Web store] - scroll down to "Connect team members to this webstore"
- Advanced triggers are set up in a way that you are more likely to receive conversations with certain keywords.
- You have the lowest amount of workload in your personal inbox, compared to your colleagues.
- Conversations are manually forwarded to you by your colleagues
- You manually took ownership of conversations
- You are the webstore owner
More information about Routing in Mobile Service Cloud can be found here: Routing in MSC
