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pamela-squires avatar image
pamela-squires asked ·

Calls are on hold in the queue, but no phones are ringing.

We keep track of our call queue via the Queue State in Live Reports.  We have all our live stats displayed on a screen for everyone to see.  My question is, is this data at all accurate?

We have our queue set to ring all available reps at the same time, with a 10 second wrap-up pause after each call.  However, in an example from this morning, the queue state shows 5 calls on hold, with a longest wait time of over 5 minutes.  It also shows we have 8 reps available, but no one's phone is ringing!  What's going on?  

Our customer service manager runs reports daily of the previous day's queue activity, which shows we have high (over 5 minute) hold times.  It just doesn't make sense why it is taking so long for the phones to ring.  Is there a setting I'm missing or are these reports completely unreliable?

Our customer service manager yells for the reps to get these calls off hold, but there is seemingly no way for us to get their phones to ring.  If the stats are bogus, I need to know we can quit relying on them.
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pamela-squires answered ·

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alexey-p.-zhuk avatar image
alexey-p.-zhuk answered ·

Hi Pamela,

The widget that you are referring to is called Queue Monitor and shows the number of callers waiting to be served by a queue member. In this particular case indeed there were 5 people waiting for one of your agents to pick up the call and the main question is why the phones are not ringing. There may be multiple reasons - like the agent may accidentally turn on DND on their phone which prevents the phone from ringing.  Also forwarding rules may apply. 

That said we will get in touch with you to investigate the problem you reported.


Thanks you
Alexey


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