Cases are being assigned to queues with no online agents!

Every new incoming case is matched against a Queue and its Sub-Queue, regardless of the agents being online, as the match is on the filter level and not agent level.

You can always make sure to not route to a specific queue during a set period of time by using the Time Resolver filter. This means that if you have a day and night shift, you can create a time frame where only one of the queues will be receiving new cases.

Find a more detailed explanation of this filter in the “Filters explained!” article.