Home > Help Desk > Knowledge Base > CxEngage > Troubleshooting > Call Flow > Transferred Calls to Queues Unexpectedly Routed to Secondary Agent

Transferred Calls to Queues Unexpectedly Routed to Secondary Agent

Overview

Agents transferring calls to the same Inbound Queue OR Click to Dial calls being transferred to any Queue are unexpectedly or intermittently going to Secondary Agents.

Resolution

Enabling the Transfer Reset Enqueue Time option may be necessary and resolve an issue where a customer may believe that a call has been miss-routed or that the wrong agent was added to a call when transferring a call. 

 

This feature may be useful in scenarios where Queue Level Escalations are being used when an Agent whom is part of the same Inbound Call Flow Queue transfers a call back to the same queue as the initial Queue Length may be used when Transferring.  In this scenario it is helpful to enable since the Secondary Agent or Overflow Agent whom has been in an Idle or Available state the longest received a call from the Queue first.

 

This feature is also essential for Click to Dial calls to follow the expected behavior in cases where an Agent may need to speak with a customer first before transferring them to an appropriate Queue.  If Transfer Reset Enqueue Time is not used the Interaction Duration will count towards the Queue Length and cause the call to be routed to a Secondary Agent or Overflow Agent whom has been in an Idle or Available state the longest

 

Queue Example with 1 Escalation Level Query (Filter selection can be Skill, Group, or Users):

clipboard_eb732a3fad74ea2e7fe8b36faa9e6e2c1.png

 

Click on the Settings Cog on the Top Right Corner of your Call Flow and Toggle Transfer Reset Enqueue Time to Enable the Feature:

clipboard_e3a7286d0701dbe1117b2e3e9afdc0fae.png

Last modified

Tags

Classifications

This page has no classifications.