Hi Thomas.
So to be clear, the agents are on an interaction and the calls in the queues build up.
Once the agents are clear with the interaction they are getting one of these calls?
If so, sounds like the analytics are lagging and its sending the calls to the queue and recognizing the agents are idle.
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Jeff Ragsdale
Outdoor Network LLC
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Original Message:
Sent: 12-22-2021 08:33
From: Thomas Jackson
Subject: Agents on Interaction show as IDLE
We are in our heavy volume period during the holidays and there are times when we have 300+calls waiting in queue. Our call routing is between our US care center agents and our offshore BPO. The strategy is to first look at US agents and if someone is idle, deliver the call and if not, send the call to our BPO where if there are no idle agents, the call sits in queue. What we are seeing is instances where an agent will be on an active interaction but show as idle and in these cases, a queue will build on the US side. Has anyone experienced this situation before and found a root cause? Thanks
#ArchitectureandDesign
#Reporting/Analytics
#Routing(ACD/IVR)
#SystemAdministration
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Thomas Jackson
The Avon Company
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