I see calls presented to an agent, then returned to skillset, "Reason:Unknown". The call is then presented to another agent and is processed correctly. Also, I see calls presented to 2 agents at the exact same time, and then returned to the skillset and then dequeued and presented to another agent. Any ideas where to even start looking? Thanks in advance.
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Calls "returned to skillset, Reason: Unknown
- Thread starter CoilCord
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Could it be that an agent is presented the call and presses NRD before answering? (especially with automatic answer)
This way the call is requeued and you cannot see to whom it is presented in the first place.
It's nasty to trace the user who does it, but you could check if there's a large amount of calls requeued on an agent performance report.
This way the call is requeued and you cannot see to whom it is presented in the first place.
It's nasty to trace the user who does it, but you could check if there's a large amount of calls requeued on an agent performance report.
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