Hi,
In the CCX step reference guide there is a warning which states "Never insert a Goto step in the middle of a Select Resource step flow. (Doing so can cause an active agent to enter a Reserved state that can only be exited by logging out of the system.)"
I am getting some agent stuck in reserved issues with a script that I have written and I am wondering whether I have fallen foul of this issue.
In my script the Select Resource step has Connect set to No
The script then has a Set step that does some calculations to work out how how the caller queued for followed by a Set Enterprise Call Info step which passes the queuing time and some other stuff through to be presented in Finesse.
I then have a Connect step and under the Failed branch I use a Goto step to send the call back to the queue.
Is this setup ok? - I have also tried dequeuing the call, increasing the priority then using a Goto to queue it but see the same issues.
What is the best practice for the Connect > Failed branch?
