Yeah...you can't just turn up tracing on the ACDServer log and see the routing calculations :-(
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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Original Message:
Sent: 04-29-2019 15:31
From: Kleid Gjataj
Subject: Call not assigned to agent
Thanks George - This is why I miss CIC :-)
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Kleid Gjataj
Mindsight
Original Message:
Sent: 04-29-2019 15:12
From: George Ganahl
Subject: Call not assigned to agent
The logs to troubleshoot something like that are not accessible to a customer or partner. You will need to open a Support case to get the analysis done.
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
Original Message:
Sent: 04-29-2019 13:52
From: Kleid Gjataj
Subject: Call not assigned to agent
Is there an easy way to see why a call is not being assigned to an agent?
The agent can handle chats fine but calls are not being assigned. We don't have any skills or specific Languages configured
#Routing(ACD/IVR)