centricall Posted November 14, 2011 Report Share Posted November 14, 2011 Hello, We have two major problems about Agent Group. First one : sometimes there is a blockage when Agent Group distributes calls to the agents. Although there are many available agents and there are many calls waiting in the queue, these calls are not distributed automatically to the agents along 2 or 3 minutes. It begins to distribute then. When the first call in the queue ringing on an agent and not accepted, does the agent group not distribute the second call in the queue to an available agent? The second problem: sometimes agent group distribute multiple calls to an agent when the agent is on the line with another call, eventhough the Allow multiple ACD calls on agent - even if busy: No selected NO. Could you have any suggestion about this issue? We need immediate help. Thanks in advance. Quote Link to comment Share on other sites More sharing options...
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