Hello,
We are using Version 20.0 Update 7 (Build 1019 Beta). We have encountered an unusual entry in one of our internal reports and would appreciate your insights on what might be causing it — or whether it could be a system glitch, as we are unable to explain it through any logical means.
Please refer to the attached screenshot, which shows the Abandoned Queue Calls Report for one of our queues. Notably, all polling attempts for each call were directed to the same agent:
To investigate further, we compared this with the login history of the agent in question. As shown, the calls reached the queue at a time when this agent was not logged in. Additionally, no other agents were available during that period.
Question is:
Why does the report show a polling attempt count of “1” when, in fact, no agents were available to receive the call? We suspect this may be a reporting anomaly or glitch.
We would greatly appreciate your perspective or any similar experiences you may have encountered.
Best Regards.
Hem
We are using Version 20.0 Update 7 (Build 1019 Beta). We have encountered an unusual entry in one of our internal reports and would appreciate your insights on what might be causing it — or whether it could be a system glitch, as we are unable to explain it through any logical means.
Please refer to the attached screenshot, which shows the Abandoned Queue Calls Report for one of our queues. Notably, all polling attempts for each call were directed to the same agent:
To investigate further, we compared this with the login history of the agent in question. As shown, the calls reached the queue at a time when this agent was not logged in. Additionally, no other agents were available during that period.
Question is:
Why does the report show a polling attempt count of “1” when, in fact, no agents were available to receive the call? We suspect this may be a reporting anomaly or glitch.
We would greatly appreciate your perspective or any similar experiences you may have encountered.
Best Regards.
Hem
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