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1 ring and back to Queue

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9201

9201

Technical User
Jun 26, 2007
133
US
Question: I have a custome running SECC4.2 w/SU16S windows 2000 Sp4. Some of the call ring 1 time and reture back to queue and some are ring 4-5 times before agent answer it. The call presentation is set at 36sec and put the acd phone to Notrdy.
 
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Can you post your scripts and also verify that the agents all have the same presentation class.
 
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Run some historical reports on agent performance to see if gives any clue on why the call was returned.

Atascoman has made a very good point about making sure ALL agents share the same presentation class, but it may be tricky posting a script from an Express System.

Is is possible that these short calls have been overflowed from another skillset/queue.
 
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