Why a Case Can Still Be Assigned to an Agent Marked Out-of-Office (OOO)

Example:

An OOO event is created for an engineer/agent, either from the My Agents tab or the Agent Insights page, but a case is still routed to that agent during the OOO window.

Cause:

Case assignment is processed at the moment a case enters the queue. If the OOO event is created after a case has already been assigned, the system has no way to retroactively reassign it, the assignment already happened before the OOO status was recognized.

In other words: OOO events only prevent future assignments from the point they're created onward. They do not un-assign cases that were routed earlier in the same day.

Example: If a case comes in at 9:00 AM and the OOO event is created at 9:15 AM, that case will already be assigned to the agent despite the OOO window covering the whole day.

My Agents tab vs. Agent Insights, what's the difference?

Both let you set agent OOO/availability, but they serve slightly different purposes:

If a Case Still Gets Misassigned

If you've confirmed the OOO event was created before the case was assigned and it was still routed incorrectly, this is not expected behavior, please open a support case with:

• The case ID that was misassigned
• The exact timestamp the OOO event was created
• The exact timestamp the case was created/assigned