One of our two VVB servers failed which caused a portion of our calls to be sent to a Release Call node in ICM scripts. I have been tasked with finding the number of released calls, but each call made multiple routing attempts before the call was rel...

Cross-posted from Routing: A portion of our agents currently work a blended environment where the percent of agents working inbound or outbound is dynamically changed based on inbound call volume. However, agents sometimes spend a significant period ...

A portion of our agents currently work a blended environment where the percent of agents working inbound or outbound is dynamically changed based on inbound call volume. However, agents sometimes spend a significant period of time in reserved state b...