Hello Community,

For skill based dialing, I have a campaign configured with Dynamic Queueing enabled (sorting and filtering). It works as expected until I create a call rule (wrap-up) that updates a column of the contact list also used for sorting and filtering. The "Agents on a campaign call" keeps stuck on 1 for a very long time after assigning a wrap-up code to the call. After some time (> 5 minutes) "Agents on a campaign call" is updated to 0 and the campaign calls the next record. If I update a contact column not used for sorting and filtering, the dialer calls the next contact as soon as I've assigned a wrap-up code.

Anyone had this experience before? Is there any limitation (can't find it in the documentation) about updating contact columns while using dynamic queuing?

Kind regards,

Dieter Wijnen

Hey Dieter,

That does certainly seem odd. I'm not aware of any limitation like that. You may need to reach out to Customer Care to see if there is anything wrong with your configuration.

Please let us know what they find from their investigation.