Calls are not reaching to the agent from the queue even the agents are free

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aniyasu
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Calls are not reaching to the agent from the queue even the agents are free

Post by aniyasu » 08 Jan 2019 06:18

Hi,

I am looking for support. I am facing some issues in my Contact center. Calls are not reaching to the agent from the queue even the agents are free. and facing the issue in reports.

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frank
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Re: Calls are not reaching to the agent from the queue even the agents are free

Post by frank » 11 Feb 2019 11:27

Are the agents logged into the queue ?
Did they put themselves in DO NOT DISTURB mode ?
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aniyasu
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Re: Calls are not reaching to the agent from the queue even the agents are free

Post by aniyasu » 11 Feb 2019 12:04

Agents are available in the same queue, even if there is calls in the queue and new agent are log in but calls in the queue is not reaching. Agents are not in DND.

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frank
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Re: Calls are not reaching to the agent from the queue even the agents are free

Post by frank » 12 Feb 2019 15:54

screen shot of all agents available, or ACD dump ?
It's too hard to help from one sentence saying "no calls are getting to agents"
Share the configuration.
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alex
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Re: Calls are not reaching to the agent from the queue even the agents are free

Post by alex » 12 Feb 2019 16:44

Take a break for half an hour, sit down and read carefully the CCD docs. Learn about pilots, queues and agent groups, also rules and schedules.
Open CCS and check whether your call distribution goes to AG you mentioned - according t rules and schedules.
If it looks like a duck, swims like a duck, and quacks like a duck, then it probably is a duck.

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