| Are the return to q calls listed as timed out (that would be weird), or from "Not Ready"? If the agents get a warning tone before they get the call presented and are quick on the Not Ready key, the call would be bounced back to the queue, I imagine. Although I never tested this, when you force calls you specify a delay timer if I remember this correctly, say 2 Sec. Now if the agent bounces the call during that time, I would think that this would be the problem? |