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  • 1.  Double the Queues, half the fun

    Posted 02-28-2024 15:23
    No replies, thread closed.

    Odd one here.

    Here is the scenario. Agent on an ACD call with the customer. Agent consults to Queue B, no one answers and goes to vmail, Agent leaves vmail on Queue B. Agent returns to customer, agent then transfers call to Queue C.

    Now we have the call in 2 queues. Vmail/Callback for Queue B, and Call for Queue C.

    Queue C although having agents available with the right skills, were not offered the call, priority etc set correctly, queue not over utilized and had capacity to answer it.

    We had to force terminate the call and manually call the customer back.

    Just wondering to see if there is a known issue when a conversation in multiple queues like this?


    #Routing(ACD/IVR)

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    Anton Vroon
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  • 2.  RE: Double the Queues, half the fun
    Best Answer

    Posted 03-08-2024 21:47
    No replies, thread closed.

    Run the conversation details and look at the Queue C ACD participant and see what the skill and priority is and if it is scoring agents.  I assume you are using Best Available Skills?  I can't say why the voicemail from the Agent would keep the call from routing.  Are you using Blind Transfer to Queue C?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Double the Queues, half the fun

    Posted 03-10-2024 17:04
    No replies, thread closed.

    Thanks Robert,

    Should not be blind transfer, I'll see if I can track that specific example down again. But tight now we expect/hope this is related to a known callback issue, where if the call is answered between callback being created, playing prompt to say we will call you and call disconnecting, then a similar thing happens where the callback remains open on the customer's leg of the journey but nowhere else, agent has closed the callback created for example. Apparently they are waiting on the next callback feature to rollout before fixing that, which has no ETA.



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    Anton Vroon
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    Original Message


  • 4.  RE: Double the Queues, half the fun

    Posted 03-10-2024 18:12
    No replies, thread closed.

    Well our issue with this whatever it really is, just go a whole lot stranger.

    Anyone want to explain how a call apparently stuck in a call flow for the last 2 days (and currently still is) and never reached a queue or an agent, has an agent with call recording, with queue metrics?



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    Anton Vroon
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    Original Message


  • 5.  RE: Double the Queues, half the fun

    Posted 03-11-2024 10:27
    No replies, thread closed.

    I'm assuming the customer disconnected long time ago.

    It could be something in the flow that causes a loop if a selection isn't made, or sometimes interactions just get stuck and have to be disconnected, although I haven't had that happen to me in a long time.



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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    Original Message


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