My Customer is having the following problem: the agent is free, but, some calls go to queue. The problem not is frequently, occur of way intermittent. What type troubleshooting I can start?
You need to try the below list.
1. Enable the script debugger and send a test call by keeping the Agent under this CASQ in ready state and see what happens.
2. By any chance are you perform any de-queue activity in the script.
3. Is your Agent not picking the call coming from the Queue and goiing through RONA (Ring On No Answer), what is the Agent state after RONA in UCCX System parameters?
Hope it helps.
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I am sorry by delay. My Customer request for me urgence and I had open a TAC. Thank You for your attentation, I will inform the results when the problem was found.