Hi Manash,
Did you resolved your issue? We have the same problem. If we restart the ACD subsystem the issue disappears but only lasts a while and comes back.
For some reason it is as if the user did not have ACD.
Thank you.
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Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.
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Original Message:
Sent: 08-02-2019 01:55
From: Manash Kumar
Subject: call waiting reflects when agents are in available mode
Hello Aaron,
Thank you so much for reply. Its really helpful for us.
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Manash Kumar
The Customer Experience Lab
Original Message:
Sent: 08-01-2019 07:48
From: Aaron Lael
Subject: call waiting reflects when agents are in available mode
Add the column for ACD wait reason to your queue view for this
workgroup. That will tell you why the waiting interactions aren't
being assigned to your agents.
Could be skills, categories, a licensing issue, etc.
Sent from my iPhone
Original Message------
Hello Team,
Greetings !!!!!!!!!!!!!!!
We are facing some issue with Inbound agents.
Please find the attachment where in call waiting reflects when agents are in available mode.
We are using 2018 R3 version and we have not configured any skill based routing process for Inbound calls.
Please help me to resolve this issue.
#Routing(ACD/IVR)
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Manash Kumar
The Customer Experience Lab
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