Just out of curiosity, has anyone experienced a case when a user's position in queue was lost. They were on hold 1st in the queue, then a second caller calls in, then they got bumped to 2nd? This has been working flawlessly the last several months this has been in place, but we just got a complaint that it has occurred. The CCX is located at a different location to the phones of where the problem was experienced.
Attached a screen shot of the CCX script.
Couple of possible things:
Call RONAed and call was re-queued with higher priority
You are prioritizing some calls over others, i.e. priority step is used somewhere in this or another script that queues the same CSQ