4.2 overflow queuing

[as1981]

All,

I have 3 groups:

Store
Store overflow
Store last

Store has a 5 second overflow timer
Store overflow has it's overflow timer set to off
Queuing is switched on for each group

I have two questions:

1. The target report for Store shows "Longest waiting lost time" of over 1 minute. The call should have overflowed after 5 seconds and therefore been lost on one of the other groups?
2. The help says that "If queuing is on and all members are busy the call may queue to the overflow time before queuing". What will do it when no overflow time is set? I have calls being presented to store last so something is making them overflow?

I don't think it's agents letting their phone ring and not answering as this rarely happens especially as most of them are using force feed to headsets.

Thanks

Andrew

 

[as1981]

Please ignore, answered in another topic.