on 06-30-2014 11:02 AM
Hi Sipho,
I agree with Swatantra. The screen shot does not tell us very much. Remember just because someone is "logged" into a queue does not mean they can take calls. We need to understand more about this queue. What is the skill set level? What level of skill is assigned to the "available" agents. Remember that even if an agent has a skill set of 0 and cannot receive a call they will show as "available".
Thanks,
Marcus
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Hi Sipho,
what is usually the problem in this kind of scenarios is following setting:
SC - Queue Management - Queues - Your Queue - Contact Management tab
--> Block Rejected Contact From Agent
From application help: Choose whether contacts from a certain number or
address are allocated to an agent again if the agent does not answer a contact
from that number or address.
For e-mails you can only enable and disable the setting: no separate options are available.
Regards,
Jukka
SAP Contact Center team
Hi Sipho,
Check if the required skills are given to the available agents logged into the queue.
Regards
Swatantra
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