We had a report of a call queuing for 1500 seconds with agents available in that skill group.
After looking through the CDR, we see the call took a RONA path, then requeued for the agents. Although there were agents available, the call still queued. I initially thought it would have been a prioritization issue, but that wouldn't make sense with the available agents.
Any thoughts on what could cause a RONA call to act this way?
Could you post your scripts, or compare your script Select Resource configuration vs. this link:
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