Running the stock Peripheral Skill Group Real Time All Fields report on CUIC 8.5(4).
I keep running into instances where Calls Queued Now (RouterCallsQNow) is greater than 0 when the same report shows a Ready count greater than 0. I've double checked the scripts, nothing funky there. So, why would I show calls in queue with agents available?
Solved! Go to Solution.
This is indeed key. Assuming this a CUCM PG, the Router assigns calls to agents, you should check the IcmAvailable counter to see how many agents are actually available to take calls at that time.