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Calls with Status of Queue
Posted:
Wed Nov 30, 2016 12:20 pmby khuff
Digging through some reports for performance metrics and I have seen a big jump in the number of calls with a status of Queue. Went from 1-2 a day a month or two ago to 50-60 a day. From my understanding it is a system status for when the call is handed to an agent, and it seems like it shouldn't be the last dispo on a call. So I'm wondering what would cause inbound calls to get stuck with the status of Queue?
Re: Calls with Status of Queue
Posted:
Wed Nov 30, 2016 1:55 pmby mflorell
That shouldn't be an end status, but we've notice that happen before on clients with network problems, or database problems.
Re: Calls with Status of Queue
Posted:
Wed Nov 30, 2016 3:30 pmby khuff
That makes sense I guess. I assume it is more than likely something between the agents and the servers? Or something messed up with the one of the live tables? Any ideas on possible resolutions?