Some calls queued don´t transfer to agent although there are available

[carrai]

Hello everyone,

In the real-time report I have found in many opportunities that a call is queued and even the customer number appear twice in queue in the same time. Although there are available agents the call follow in queue until the customer abandoned.
After that, calls are attend without problems.

Which could be the problem? The call flow have an announcement while the customer are in queue and no timeout in queue nor transfer to voicemail (the call follow until being answered or abandoned).

[george6]

Can you attach the taskflow please ?

[carrai]

Can you attach the taskflow please ?

This is the image, in the left just is the start block for Topic2

[carrai]

I have attached the image but too small, I hope that it could be analized.
Basically the call enter to the topic2 in case no agents logged or available, customer listen announcemente "en espera", when there is an available agent calls is transfered to the extension in case the agent doesnt take the call this return to the start of the tsak flow.