Can you see any interactions in the Queue?
Could it be an e-mail or webchat?
Is there any other way for a call to enter the queue (another Attendant option or maybe an Agent transferring it?)
------------------------------
Paul Simpson
Senior Technical Instructor
------------------------------
Original Message:
Sent: 09-12-2019 11:18
From: Elyse Gritsonis
Subject: Eronius ICBM Alert help
Hi Everyone,
I have an issue that I just can't quite figure out. A department closes at 5:00pm but I get an alert at 5:37pm that an interaction is waiting. How is it that an interaction is waiting but if I review the DNIS report, I don't have a call that entered the queue at 5:37? The last call that entered the queue was at 4:30pm. The call lasted 43mins.
I'm stumped. Is there a way to view where the alert came from using the alert id?
#Reporting/Analytics
------------------------------
Elyse Gritsonis
Johnson Financial Group
------------------------------