<div>Running IPCC Express 3.5. </div>
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<div>Script is basicly like the following</div>
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<div>Accept Call</div>
<div>Queue Call to Que1</div>
<div>wait 2 minutes</div>
<div>Queue Call to Que2</div>
<div>wait 2 minutes</div>
<div>Queue call to Que 3</div>
<div>wait till answered.</div>
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<div>As the call gets queued with each 2 minute escalation, it remains queued with the previous queue. So when it finally gets to queue3 after 4 minutes of not being answered, the call is queued with queues 1, 2 and 3 allowing the first available agent in either of the 3 queues to handle the call. Funtionally everything is working as it should. The problem I am having is with the reports. And I verified this with the canned reports to outrule any issues with all the custom reports we are running. As an example yesterday shows 1178 calls presented, but only 517 calls handled. The abandoned call report shows 204 calls abandoned.
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<div>So my question, why the gap? where are the 400+ calls missing here going? If a call is not handled nor abandoned, where is it? <br><br>-- <br>Nick Marus<br><a href="mailto:nmarus@gmail.com">nmarus@gmail.com</a> </div>