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  • 1.  Agent somehow avoiding calls in idle Ops and I at a loss.

    Posted 04-29-2024 10:14
    No replies, thread closed.

    Hello everyone, relatively new to cloud and still migrating several of our lines.

    Some of our agents initially figured out that they could deactivate their own Q's. We managed to get that under control. Now one of those same problem agents is sitting in idle 30+ mins and we cannot figure out how.

    1. Checked and skills are valid and standard to the rest of agents.
    2. Agent is activated
    3. I CANNOT manually assign them a call from the Q  and get
         " UNABLE TO ASSIGN INTERACTION.

         This conversation cannot be manually assigned."
    4. Agent does get SOME calls so i know the web phone is configured correctly.

    We really are at a loss. We are fully remote so it is difficult to peer over shoulders and we are not sure if there is a known exploit or if we need to open IT tickets. any help MUCH appreciated.




    #Workforce Management

    ------------------------------
    Johnathon Nelson
    Auto Club Insurance Association Co.
    ------------------------------


  • 2.  RE: Agent somehow avoiding calls in idle Ops and I at a loss.

    Posted 04-30-2024 03:58
    No replies, thread closed.

    Hi Johnathan,

    In the past I have seen similar things and they where usually related to agents deselecting their phone. You can check if that's the case by adding the station column to the queue activity details view. Also please check this article: https://help.mypurecloud.com/faqs/how-can-i-make-sure-an-agent-goes-off-queue-if-they-deselect-their-phone/ 



    ------------------------------
    BR Peter
    Genesys - Employees
    ------------------------------



  • 3.  RE: Agent somehow avoiding calls in idle Ops and I at a loss.

    Posted 04-30-2024 09:10
    No replies, thread closed.

    This appears to be what is happening much appreciated! 



    ------------------------------
    Johnathon Nelson
    Auto Club Insurance Association Co.
    ------------------------------

    Original Message


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