I appreciate any help from the scripting gurus out there with the following issue:
We have a setup where call comes into CSQ1 and gets dequeued to CSQ2. What happens is when it gets dequeued to CSQ2, as long as it is answered under 2 min (1 min 47 sec) to be exact, it works fine. If no one picks the call under that time frame it gets queued, however it does not get presented to any agent even after they become ready.
CSQ1 = RTIS-MAIN
CSQ2 = RTIS-OVER
I have attached both scripts. This is resulting in customers being on long hold time and calling back to complain. The real-time report would always show the longest wait time under 2 min.
Thank you in advance.