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Call Not Transferring to Agent

  • 1.  Call Not Transferring to Agent

    Posted 09-06-2019 10:32
    Hi All,

    I have created sub-routines and attendant profiles where after ACD process call should land on agent extension at Interaction Desktop.
    ACD process is happening, but call remains in queue and not transferring to agent. Can someone assist me here?

    Accenture India

  • 2.  RE: Call Not Transferring to Agent

    GCAP Member
    Posted 09-06-2019 11:25
    Have you looked at the ACD logs to see what is going on?  Turn them to notes so you get all the info you need.

    Andrew Wooster
    Genesco Inc.

  • 3.  RE: Call Not Transferring to Agent

    Posted 09-06-2019 14:07
    It's not clear from your post if you are using standard (Basic) ACD, or Custom.
    Anyway, in ICBM, you can add a column to the Workgroup Queue for "ACD Wait Reason" that may offer some insights....
    Usually, the problem is either lack of appropriate licenses or lack of appropriate Skills. There are other issues that can come up though!

    Paul Simpson
    Senior Technical Instructor