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Old 11-27-2015, 05:39 AM
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cflowe cflowe is offline
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Question Return to Queue Stats

Hi Folks,

I've been asked to explain return to queue data from historical reports.

We used a forced call presentation calls with the delay timer set to 0.

We have a number of legitimate not ready codes.

We're seeing quite high numbers in agent performance reports for this return figure.

I see from the call by call report that calls are dequeued from skillsets, presented to agents who are in a not ready and returned to queue (REASON: NRDY) 1 second later (extract attached).

My question; is this 'normal behaviour'? Why would a call be queued and then dequeued to an agent who is essentially unavailable?

I'm trying deal with some possible call avoidance issues and this clouding the waters somewhat. Any ideas / suggestions?

Attached Files
File Type: docx q.docx (27.2 KB, 8 views)
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