AACC 6.4 (Nortel) headscratcher - agent logged in/ready, but call not presented

[chippowell9]

Hi folks, I have a headscratcher here. The agent below, John Miller, has a call presentation class of 90 seconds. He finishes the call below at 13:18:45. He should be ready for his next call at 13:20:15, correct?

Call ID: 11,401 Call Arrived: 1/ 3/2017 13:01:38
13:01:38 Local Call Arrived RTE: Internal Route TRK: 0 CDN: 8411 DNIS: CLID:[****]
13:01:38 Handed Over to Master Application CDN: 8411 L_APP: Master_Script NORM
13:01:38 Application Interflowed L_APP: Master_Script L_APP: s_ldc_spt
13:01:38 Task Flow Handed Off TF: 1 TF: 10008
Queued To Skillset L_APP: s_ldc_spt SK_SET: ldc_spt PRI: 1 1st_TIME_QUEUED_TO_SK
SET: YES
13:01:38
Dequeued From Skillset SK_SET: ldc_spt PRI: 1 REASON: PRESENTED
TIME_IN_Q: 0
13:01:38
13:01:38 Give Ringback
13:01:38 Call Presented AGT: 8983
13:01:48 Local Call Answered John Miller - 8983 SK_SET: ldc_spt
13:18:45 Local Call Released John Miller - 8983 NORM
13:18:45 Continuation John Miller - 8983 DISC SRC: CLNG PRTY Prev Seq ID: 10​

However, at 13:20:49, another call comes in and goes to queue. Login/logout report shows John remains logged in and ready during this time. Skillset by Performance and CCM shows he's assigned and logged in to all the pertinent skillsets. He should have been ready 34 seconds ago for this call below, right?

Call ID: 11,174 Call Arrived: 1/ 3/2017 13:20:49
13:20:49 Local Call Arrived RTE: 1 TRK: 3 CDN: 8420 DNIS: CLID:[****]
13:20:49 Handed Over to Master Application CDN: 8420 L_APP: Master_Script NORM
13:20:49 Application Interflowed L_APP: Master_Script L_APP: s_[********]
13:20:49 Task Flow Handed Off TF: 1 TF: 10001
Queued To Skillset L_APP: s_[********] SK_SET: [********] PRI: 1 1st_TIME_QUEUED_TO_SK
SET: YES
13:20:49
13:20:49 Give Ringback
13:20:52 Call Entered IVR Queue L_APP: s_[********] IVR_Q: 1388
13:20:54 IVR Call Session Begin IVR_Q: 1388 IVR_P: 8-1-9-17
Play Prompt VOICE-FILE:
VS_Access.12LANG:3
13:20:54
Dequeued From Skillset SK_SET: [********] PRI: 1 REASON: PRESENTED
TIME_IN_Q: 5
13:20:54
13:20:54 Call Presented AGT: 8710
13:20:54 IVR Call Session Interrupted IVR_Q: 1388 IVR_P: 8-1-9-17 REASON: CANCELLED
13:20:54 Play Prompt Ended DURATION: 0
Local Call Answered Jane Robinson - 8710
13:20:57 SK_SET: [********]
Local Call Released Jane Robinson - 8710
13:23:05 NORM
Continuation Jane Robinson - 8710
13:23:05 DISC SRC: CLNG PRTY Prev Seq ID: 15​

If it was just a couple/few seconds, I'd chalk it up to no big deal. But to me - and more importantly to the call center manager - 34 seconds is a big deal. John is a long-time, trusted agent/analyst, and we do not believe he's gaming anything. For kicks though, if he were, how would he do it without my seeing anything in historical reporting? Phones are M3905 with wireless Plantronics Savi 740 headsets with handset lifters.

 

[GlennTho]

are you using call forcing with these agents? If so you can check the call force delay timer. If not I believe there is a timer that can be set call after call break these are defined in the call presentation class.. also are the skillsets setup to deliver oldest call or first call in queue? Has service level routing been turned on for the skillset?