What happens if a request is reopened?

Here's what happens when a is reopened:

• If the reopened is already associated with an agent, then the is reassigned to the same agent.

• If the reopened isn't assigned to any agent, and Omnichannel is enabled, then the is assigned to a queue based on the associated assignment rules.

If the queue is automatic, then the is assigned to an associated agent. are assigned based on the set channel capacity for an agent. Only if an is in the New, In Progress, or other statuses specified in the Qualifying Status Values column in the Manage Capacities page in Setup and Maintenance, it counts for capacity. If the isn't in one of these statuses, it doesn't count for capacity, and the isn't assigned to the agent.

Note:

• If the status of changes, then it counts for capacity for the agent to whom it's assigned. For example, when the status changes from Waiting for to In Progress.

• If the isn't assigned to an agent, the routing service starts looking for an agent.