Callers have been complaining that they are "stuck in the queue". Some say that after they get to the "there are no callers ahead of you" message that at the next status message they get pushed back in the queue to there are 5 or 6 "callers ahead of you". There are only 2 CSQ's in one of my call centers, and one CSQ in another. Both call centers are having this problem. Can anyone tell me how to troubleshoot this issue? -Beth
P.S. I've attached a screen shot of a UCCX Report for the Call Center agent where a call was dequeued into another queue. BUT, the other queue is the same queue!!!
Red Flag Submitted
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