Call dequeued from skillset without reason 1

[martinkonicek]

Hi,

call is dequed from our skillset without any reason in spite in IVR script there is command "WAIT 900" which should keep caller in skillset.

I am attaching complex problem description with screenshot and all additional information.

 

[Utreg]

Nice to see all needed reports presented to analyse this.

My conclusion; Think the agent (pos ID 711490) was the only agent assigned to the skillset?
The call was dequeued from the skillset at: 10:53:14 hours because no agents were assigned to the skillset.
The caller waited but the agent was on 'Not Ready' from 10:23:36 and logged out at 10:53:14 hours.

The agent logged in again at 10:53:18 but the call was already gone..

 

[martinkonicek]

Utreg: Let's suppose your theory is correct - if no agent was logged in then

IF OUT OF SERVICE TRR_GEN_GER_PAP THEN
EXECUTE TRR_Overflow
END IF

==> QUEUE TO SKILLSET TRR_GEN_ENG_PAP WITH PRIORITY TRR

But this does not happened. Call stayed in queue for 40 seconds.

 

[Utreg]

The call was already queued; 'IF OUT OF SERVICE' treatment had no effect because caller arrived at 10:52:29 and at that time an agent was logged in (but Not Ready).
So caller waited in the queue and was dequeued since the agent logged out...

 

[captaingadget]

Utreg is right, at the time the call arrived the skillset was in service, since you only test for this once at the start of the script there is nothing to put this call back in a queue once it had become de-queued. Suggest you make a holding loop with an "IF NOT QUEUED" statement to trap this event.

 

[martinkonicek]

captaingadget: Thank for relevant answer and proposed solution I very apreciate this - it was relevant and helpful.