I have a problem. In my recent queue report I realised that there are calls that stay queued for minutes and then get abandoned without being assigned to an agent. You can find portion of the trace file for the call with the session id 105000007653 which is dropped by the caller after 140 seconds. Help or comment would be greatly appreciated.
also can you verify that agents do not use "Park" or "Pickup" functions on ICD calls
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