Finding the reason for dequeued calls?

[billmatthews]

We're using UCCX8.  In Supervisor Desktop, we show a few calls as Dequeued.  The help pages define dequeued as...

Number of calls that were dequeued. A call is considered to be dequeued from a particular CSQ if the call is handled by an agent in another CSQ. This situation can occur when a call is queued for more than one CSQ.

However I don't believe that is the case for us.  We don't queue a call for more than one CSQ.  Searching the forus here I found that it could also be marked as dequeued if you use the dequeue step (we don't), or if the call was transfered (our script doesn't do that).

So I'm stumped.  I produced a CSQ ActivityReport in Historical Reporting which showed the calls to be "Calls handled by other" -- which the HR User Guide says is:

Total of the following calls:
•Calls queued for the CSQ, then dequeued by the Dequeue step in a workflow, then marked as handled by the Set Contact Info step in the workflow.
•Calls queued for more than 1 CSQ and then handled by another CSQ.

So this is still a bit of a mystery, since I didn't think our script should be doing either of those.  Sounding like a script error.  How can I troubleshoot these calls?  Most of the HR reports seem to focus on only handled or abandonded calls.  How can I track down these dequeued calls to see what happened?

Thanks

[Rolando Valenzuela]

Bump ahahhaha

does anybody knows?

[carlachristensen]

Do your calls get routed to a voicemail after so many minutes or due to the caller selecting this option?  For our call center we provide an option to our callers to select and leave a voicemail - the number of voicemails received generally add up to our total number of calls dequeued.  There are times when another department will forward or transfer calls directly into our voicemail.  In those situations - the total number of dequeued calls is lower than total number of voicemails received.