Yesterday and today we experienced two inbound phone calls in a short period where the phonecalls entered the Hold and assign call step and remained In queue.
No available teammate was automatically offered the call, even though atleast one teammate was active and could immediately answer the call manually.
Can someone of Intercom check the backend routing logs to determine why no teammate was selected for automatic assignment for these conversations?
I've already tried to figure out what might have gone wrong, based on the logging I am thinking it might have something to do with the away status and how we have configured our workflow, but no clear reason could be determined.
We have enabled Show team composition in conversation event log, but no team composition events are written to the conversation timeline for new inbound calls. Is there any prerequisite for this feature, or is it expected to work for all Phone conversations?