We currently use omnichannel routing, but have noticed an intermittent issue with one of our agents. Occasionally, tickets will not be routed to the agent even though the agent is online with no tickets currently assigned to them. When checking the live support dashboard, Zendesk will show the agent as being online with no recent change in status. It will also show tickets assigned to the agent, but when selecting any of those tickets, they are not assigned to any one.
This will happen for a few hours at a time and then go back to working correctly again. There doesn't seem to be any rhyme or reason to when it happens, and nothing we do (i.e. logging off and back on) seems to make any difference.
Has anyone else seen this issue and know of a fix?
