We are using UCCE 12.5.Our call centre operates 24/7 and, for the sake of argument, we have two attributes A and B, along with two PQs, PQ1 and PQ2.Calls to PQ1 are preferentially routed to agents with attribute A. If none are available, then an agen...

I am trying to create a report to show agents that are ready to take calls in a particular Precision Queue. This should be very easy!The report definition in use is Agent Skill Group Real Time; I have set up a filter on the AgentState field for "Read...