Hello,
I have an agent that isn't able to receive any ACD calls. Looking at logs, I see this
AgentEvaluationTracer::trace : Find interaction for agent tcaron {'Skills=45NRTH(70/1), All(80/1), Front Desk(45/1), Northeast(85/1), Salsa(40/1), South Central(85/1), Southeast(85/1), Surly(60/1), Upper Midwest(85/1), West(85/1)]
In queue Salsa 1 interactions pending
1 skipped due to media type maxima
By this, I'm guessing CIC thinks this agent, tcaron, has reached max utilization. My question is, how do I figure out what interaction is causing this? This agent is set on Available, ACD and does not look like he has any active interactions up.
Any insight would be greatly appreciated!
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Michael Hoang
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