Do you see available ACD agents in the said queue?
Are the same agents that are in workgroup-a in another workgroup?
Are the priority of the calls from the IVR the same as the other workgroups.
Is this queue a muti language queue?
The are many items to look at for this type of issue but let's start with the above so we can see the whole picture
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Micheal McComber
Sutter Health
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Original Message:
Sent: 08-13-2019 01:33
From: Minh Tran
Subject: Interactions in queue not get assigned a workgroup
Hi all
We have an issue with one particular Workgroup-A where calls dont get assigned to available agents,
it seems that calls get assigned to available agents quicker in other workgroups, same agents are available in multiple workgroups.
If there are no calls/interactions in other Workgroups then calls in Workgroup-A get assigned to an available agent, no issues.
All workgroups are configured exactly the same, skills etc..
IC 3.0.
What could be the issue?
Thanks
#Routing(ACD/IVR)