CSQ1 not Dequeuing to overflow CSQ2 as per script

[Hermanus Janse van Vuuren]

Hi,

I have a question to the community here, according to me the dequeuing of a call to anther CSQ has not dependencies ie if the dequeued option in the script is hit the call should be moved to the overflow CSQ as per script whether there is Ready Agents or not? Am I wrong in making that assumption?

Our customer services script (CustomerServices/xxxxx.aef) is set up to dequeue any stipulated CSQ after a minute, then requeue the call to the overflow CSQ (attachment CS1).

CUIC Contact Service Queue Activity by CSQ Report (attachment CS2) shows the calls dequeuing, but looking at the Finesse snapshot of calls currently in the queue, there are calls in CSQ1 that should have been dequeued to CSQ2 but have not been even after 30 mins (attachment CS3).

Any idea of what is occurring here, and why the calls are not dequeuing in the specified time? (Is the system actually checking if there is available agents or not or are we hitting some sort of bug or defect here?)

[jim-j]

I can't answer your specific question, but another option is to not dequeue your calls.  Whenever I overflow calls I leave the caller queued in the first queue (i.e. the caller would be queued in CSQ1 and CSQ2 at the same time).  That way if an agent in CSQ1 becomes available they can answer the call.