We sometimes receive trouble tickets from our UCCX Agents indicating that they sit in the Ready status for several minutes while seeing in Finesse that calls are waiting in queues.
- We have looked at this as it occurs, and can see the same waiting queue calls that they see in Finesse, so it's not just the Queue Status gadget being slow to refresh.
- We have confirmed that the Agent in question is Skilled to receive calls from the CSQ(s) with waiting calls.
Our CSQs are set up using the 'Most Skilled' algorithm, and we use Skills instead of Resource Groups. I've noticed that there are other logged-in Agents with higher Skill Competence Levels than the Agent reporting trouble... But would that cause UCCX to make a call wait in queue for an Agent with a higher Competence Level rather than present the call to a lower-skilled Agent sitting in 'Ready'? Thanks in advance!
