I really don't have any idea on where to start right now, because I don't have a connection towards the customer.
Customer tells me this:
Calls get in queue. When an agent tries to pick up, they hear the call gets disconnected, but the call reappears in the queue. When the next agent tries to pick up it works just fine. All agents are experiencing this issue 2 or 3 times a day.
My guess is people are calling, it takes a whole lot of time before someone picks up. they disconnect the call and redial the number so they end up in the queue again. But this is normal, because the caller has disconnected the call.
Does anybody know why this could happen?