thread808-1388505 Hello, 1. 8

[balikuj]

thread808-1388505

Hello,

1. 85% of ACD calls abandon yet those that go through IP/NIQ get answered? What could be the reason?

2. Why would a call of the same priority be answered before another that came in earlier in the same queue?

 

[IndianaSkinny]

This could be hard to answer without knowing what version callcenter you have. Are you looping thru a priority step in the CCT? If so, each time the call hits the step it will go to the end of the queue for calls with that priority.