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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

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