Symptom / Need

Inbound calls are not being delivered to your advisors and are being held or queued in the Skill.

The failure occurs even when there are connected agents, assigned to the skill and in a ready state.

Context / Scenarios

In the operation dashboard you can see that with advisors in Ready state, the calls are not distributed and remain in the queue within the Skill.

Answer / Solution

Initial Validations

Perform the following validations before escalating the case to the Wolkvox service desk:

1. Validate agent presence: Go to the Skill settings and confirm that the agents are indeed assigned.

• To do this, in the Skills module, right-click on the required skill and select the option Add agents to skill.

2. Check exit status: Validates that agents do not have the button enabled to exit the Skill.

• Enter the Agents module and right-click on Edit agent information, go to the Advanced information tab and verify that the "Show switch for agent to enter or leave queue " option is not selected.

3. Review network report: Check and verify the TCP Delay report. If you have any questions about this report, you can review the following article: https://helpcenter.wolkvox.com/wvx-control-interactions/how-to-interpret-the-tcp-delay-report-to-diagnose-network-quality
4. Rule out visual failure: Make a direct test call to the affected Skill to verify if the call is actually getting stuck in the queue or if it is only a display problem in the interface.
5. Validate time restrictions: Verify that the skill does not have an active time control configured that limits traffic. You can verify this by right-clicking on the affected skill and checking the Business Hours tab.
6. Review audio settings: Confirm if the Skill has an assigned VTO audio file. You can verify this by right-clicking on the affected skill and checking the VTO field.

Escalation

If, after performing the above checks and validations, you find that there are no attributes that could be causing this call assignment problem, contact the Wolkvox service desk taking into account the following information:

Minimum information required

To document the ticket, attempt to provide a solution, or escalate to another level, the service desk analyst requires the following:

• Name of the affected operation.
• Operation server.
• Date on which the new feature is presented.
• ID and Name of the Skill where the issue occurs.
• Percentage of affected.
• Evidence of the previous verifications carried out.

With this information, the analyst will perform technical checks and diagnose the case to provide a solution or escalate the case to other levels if necessary.