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?

Product

• Mobile Service Cloud

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

Cause

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

More information about Routing in Mobile Service Cloud can be found here: R​outing in MSC