call queing but not being presented

[23james23]

Hi, hope you can help.
Lately we have noted that at times there are calls queuing on the real time display while agents are available but they are not being presented to the idle agents.
We have Symposium 4.5
Thanks

 

[trvlr1]

Not an expert, but are your skillsets for the callers matching up with the available agents?

 

[23james23]

Ya they are thanks you anyway for your input
it has us baffled here

 

[pronei]

Post your script.

Also have you checked your presentation classes?

 

[captaingadget]

Don't forget that the RTD are about 10 seconds behind reality so that it is entirely possible for calls to be showing as waiting when in fact they have already been answered. Same goes for agents.

 

[Milesprower]

Ditto what Captain says. Since you say you are running Symposium 4.5, I take that to mean you are running Symposium Web Client 4.5.

Web Client real time displays have a noticeable lag with actual real time. First, there is a ~6 second delay between the SCCS and SWCS and then there is another 1-2 second delay to get the actual Real Time Display info sent out to the client machine.

 

[Christine66]

I am having the same problem with SECC - so the call may have been answered but RTD is lagging? Thanks!