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Chat Queue Accepts More or Fewer Chats Than Expected When Multiple Chats Arrive Simultaneously

Udgivelsesdato: Jun 1, 2026
Beskrivelse
When "Enable Queue" is checked on a chat button and agents are online for that button but at max capacity, sometimes when simultaneous chats are submitted when the queue is nearly full, they will either all be allowed in and exceed the queue size by a small amount, or be incorrectly canceled due to no queue space even though there is space for one of those chats..

Example: 

 if the queue size for chats is 4 and the queue is already filled with 3 chats means it has space for 1 chat.

The agents are also fully equipped with chats. So, the newly incoming chats would be getting accumulated in the queue. But the scenario is if the queue is filled and there is a place for 1 chat to be accepted in the queue. And at this same point of time there are multiple chats(say 2 chats) entering the omni, those due to already filled agents get routed to the queue.|| All agents are equipped with the chats to full capacity. Queue capacity is 4 but the 3 is already used(ideally the queue can accept 1 more chat).

Løsning

Both behaviors (the queue going over capacity when multiple chats come in, and the queue remaining under capacity when multiple chats come in) occurs due to limitations in the system's ability to asynchronously check queue space when multiple chats are simultaneously submitted. In one version each chat probably doesn't see the other as they're submitted, so they're both allowed in. In the other version, each chat sees the other and thinks the queue is full.

 

This behavior is a known system limitation related to how Salesforce asynchronously checks queue capacity when multiple chats arrive at the same time. While this cannot be fully prevented, you can mitigate the impact by:

1. Setting your queue capacity conservatively (e.g., slightly below the true maximum) to account for the race condition.

2. Using the Overflow Assignee feature in your routing configuration so that any chats that exceed capacity are routed to a designated queue or user rather than being lost.

3. Monitoring queue volume proactively using: SELECT count() FROM PendingServiceRouting WHERE QueueId = 'Your_Queue_Id'

Yderligere ressourcer

Configure Overflow Assignees

Vidensartikelnummer

000395583

 
Indlæser
Salesforce Help | Article