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Old 12-21-2015, 02:22 PM
carrai carrai is offline
Join Date: Jun 2015
Posts: 40
carrai has 10 reputation points
Default Some calls queued donīt transfer to agent although there are available

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).
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