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  • 1.  call waiting reflects when agents are in available mode

    Posted 10-07-2019 16:31
    Edited by Matt Lawson 10-07-2019 16:30
    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)

    ------------------------------
    Manash Kumar
    The Customer Experience Lab
    ------------------------------


  • 2.  RE: call waiting reflects when agents are in available mode

    Posted 08-01-2019 07:48
    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


  • 3.  RE: call waiting reflects when agents are in available mode

    Posted 08-02-2019 01:56
    Hello Aaron,

    Thank you so much for reply. Its really helpful for us.

    ------------------------------
    Manash Kumar
    The Customer Experience Lab
    ------------------------------

    Original Message


  • 4.  RE: call waiting reflects when agents are in available mode

    Posted 08-20-2019 12:42
    Edited by Maria de la Luz Estrada 08-20-2019 13:16
    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.

    ------------------------------
    Lucero Estrada
    Nekotec Tecnologia, S.A. de C.V.
    ------------------------------

    Original Message


  • 5.  RE: call waiting reflects when agents are in available mode

    Posted 08-21-2019 10:06
    Lucero,

    This sounds like you are hitting a bug if restarting ACD makes calls route again. Out of curiosity what version of CIC are you running and have you tried opening a ticket with your VAR to research the issue? Have you tried enabling the ACD Wait Reason column in the queue display to see why the server can't route the call to an agent? Also have you looked in the ACD server log to see how the agents and calls are getting scored? 

    Thanks,

    ------------------------------
    Mark Tatera
    ConvergeOne

    Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk.
    ------------------------------

    Original Message


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