Why are more conversations waiting in my Kustomer queues?
The Kustomer help pages give 3 common reasons. The first to rule out: Work goes only to agents who are signed in, available and have room, so fewer agents online can leave more conversations waiting.
What causes it?
Work goes only to agents who are signed in, available and have room, so fewer agents online can leave more conversations waiting.
In the Kustomer help:
A routable session is an agent signed in to the queue, in an available status, with capacity left.
Manage queues and routing from code, read 2026-11-12.Conversations that match no routing rule can land in the default queue, so a gap in the rules can build up a pile there.
In the Kustomer help:
Conversations no rule matches go to the org's default queue (system: true).
Manage queues and routing from code, read 2026-11-12.A change to routing rules can leave conversations already queued where they were, so a backlog can remain after a fix.
In the Kustomer help:
Rule changes apply to conversations routed after the change; conversations already in a queue stay where they are.
Manage queues and routing from code, read 2026-11-12.
How do I check it myself?
Look at a queue's latest wait time alongside how many agents could take work right now.
In the Kustomer help:
Two reads tell you how a queue is doing: the latest measured wait, and how many agents could take work right now.
Manage queues and routing from code, read 2026-11-12.Count snoozed conversations apart from the rest, since they stay in the queue without being handed to anyone.
In the Kustomer help:
Snoozed items stay in the queue with paused: true but aren't routed, so count them separately.
Manage queues and routing from code, read 2026-11-12.
How does Kustomer work with Feder?
- Connect Kustomer to Feder and it joins your Experience apps.
- When you connect Kustomer, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.
See whether you can trust the numbers in Kustomer, one of your Experience apps. Feder only reads. It never changes anything in Kustomer.
What else goes wrong with these numbers?
- Why did first response time jump in Kustomer?Kustomer
- Why did my Kustomer satisfaction score drop?Kustomer
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the Kustomer help pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.