What happens if an associated agent is removed from an open request?

If an associated agent is removed from an open help desk request that's in a status of New or any other active request statuses specified in the Manage Capacities page, then the following happens:

• The routing feature selects a new agent for the help desk request from the resource pool of that queue, based on the capacity of the associated agent.

Note:

A new agent is selected only if Omnichannel is enabled and the queue is automatic.