Hi Kelly,a contact is marked as dequeued if a redirect or a transfer step is used in your script.HTHRegards,Stephane.

Thanks Monica, I'm going to try this !Regards,Stephane

Hi Monica,we are getting similar error with same version.Did you solve your issue ?Thanks for your help !Regards,Stephane

Hi,you need at least, one agent talking or in work state !And of course, one call in queue !Regards,Stephane

check your codec, only G711 and G729 are supported for desktop monitoring.Disable also any firewall and antivirus on agent pc.