We're running UCCX8.5.1, premium seating and HA in a virtualized environment.
I have been informed that if a call to our IT Help Desk goes unanswered by an agent, the agent is put in not ready and the call is placed back in the queue, at the bottom of the queue. The agent going to not ready is not an issue, however, the call being put at the bottom of the queue is an issue to Help Desk management.
Is there a 'nerd knob' to change this behaviour or does it haveto be addressed in the script. I think it has to be addressed via changes in the script. If this is the case, does anyone have suggestions that might direct me in a sucessful direction to accomplish this?
Any feedback on this is really appreciated.
P.S. I've asked why agents would miss calls in the first place. I got an interesting reaction.
Indeed. I've been under the impression the caller is then routed to the next available agent when a RNA(Ring No Answer) occurs. I don't think they are sent to the bottom of the queue.