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Accept routed work

CXP routes live customer work to eligible agents when an AI Assistant or channel flow needs human help.

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Prerequisites

Before you can receive routed work:
  • Your user has an agent role.
  • You belong to a team that can receive the relevant work.
  • Your user is active.
  • Your routing state is Ready.

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Readiness states

Your routing state controls whether CXP can offer you new live work. Sign-in controls access to the app. Readiness controls routing eligibility. If you remain inactive until CXP marks you away, CXP changes your routing state from Ready to Not ready. Returning to the app restores your online presence, but you must select Ready again before receiving new offers.

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Incoming offers

When CXP routes a live chat or voice conversation to you, an offer appears in the app shell. The offer gives you the conversation context needed to decide quickly. If the same conversation needs an agent for active chat and voice at the same time, CXP shows one Chat + voice offer instead of two competing offers. An offer can update in place if the active routing scope changes while you are deciding. Its timeout does not restart just because chat or voice was added to the same compatible offer. Notification cues are enabled by default, so CXP can play a sound and mark the browser tab while routed work is waiting. You can change cue, sound, and browser-tab attention settings in My Profile. You can:
  • Accept to take ownership.
  • Decline to let routing continue to other eligible agents.
If an offer times out, CXP can continue routing according to the tenant and team configuration.

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After-hours handoffs

When an AI Assistant completes a handoff outside configured business hours, CXP assigns the conversation to the follow-up team instead of creating a new live offer. If the conversation was already waiting for a live agent, CXP removes it from live routing and cancels the current offer. The original chat or voice channel remains on the conversation. A contact email can guide later outreach, but it does not turn the handoff into an email conversation. If an agent already owns and is serving the conversation, the after-hours assignment does not replace that agent.

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What happens when you accept

When you accept:
  1. CXP assigns the conversation to you.
  2. CXP records the team whose routing pool produced the offer. For cascade routing this can be an extension team; tenant-wide All Agents routing leaves the team association empty.
  3. The conversation opens in the Conversations workspace.
  4. For chat, you can continue the customer conversation from the timeline.
  5. For voice, the Softphone is available when there is an active joinable session.
Accepting a combined Chat + voice offer assigns all active chat and voice interactions that contributed to that route to you. When the accepted conversation has one current joinable widget voice session, CXP also connects the Softphone automatically. If voice ended before acceptance, the conversation opens as chat without joining an old room. CXP confirms acceptance only after ownership changes. If the later browser voice connection fails, the conversation stays assigned to you and CXP reports the connection problem separately. Use Join Call to retry.

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What happens when you decline

When you decline:
  1. CXP does not assign the conversation to you.
  2. The work remains eligible for routing.
  3. Another eligible Ready agent can receive the offer.
Decline when you cannot take the work. Use Not ready when you should stop receiving new offers for a longer period.

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Why you might not receive work

Common reasons include:
  • You are not Ready.
  • You are not a member of the target team.
  • Your user is disabled or not eligible for routing.
  • The conversation requires a language capability you do not have.
  • The work is assigned directly to another agent or team.
  • Routing is using a different team because of category mapping.