I’ve noticed for months now, occasionally when a chat comes in, it will automatically assign this chat to one of my engineers, including myself sometimes. We have all of our chat policies go to an unassigned technician and it usually stays unassigned, but sometimes, a chat comes in and it already has me or someone else assigned when they haven’t touched anything. Anyone else seen this as well?
Hi @seth.bartlett, do you mind submitting a ticketing? This is my first hearing but want it to be tracked as well.
I’ve submitted a ticket, case 00164975. Had another one happen just a few minutes ago, automatically came right to me and I’m not even at my desk to take the chat and from other engineers, it seems like I just grabbed the chat that came in, instead of it being unassigned.
Any chance of a forgotten policy that still has you as the assigned chattee?