Genesys Cloud - Main

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?

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?

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?

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?

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?

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?

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?

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?