7.1.4 Queue Call Picked Up by Another Agent 1
This scenario shows a queue call being picked up by another agent in the queue.
Events
· A call is routed to the queue.
· The call is presented to the first available agent.
· The call is not answered.
· The call is presented to the next available
agent.
· Another agent in the queue picks up the ringing
call.
Historical
Queues
Queue Q
TOTAL
Agents
Agent A
Agent B
Agent C
Notes:
· The call presented to the first agent but not answered by them is counted as a No Answer call for both the agent
and the queue as it rang them for the queue's full no answer time before being automatically presented to the
next available agent.
· The agent to which the call was being presented when it was picked up does not have the call counted as a No
Answer call as it was not presented for the queue's full no answer time before it was picked up.
· The picked up call is not recorded as an answered call for the queue, instead the call is recorded as Routed to
Other.
· For the agent who picked up the calls it is recorded as Answered External (Non-Queue).
CCR 1.0 User Guide
IP Office
Queue Q
Calls Waiting 1
Agents Ringing 1
No Answer 1
Agents Ringing 1
Routed to Other 1
No Answer 1
Routed to Other 1
Answered
No Answer
Calls
0
0
Answered
No Answer
Calls
0
0
1
Agent A
Agent B
–
–
–
–
No Answer 1
–
–
–
–
–
No Answer
–
1
Lost
Routed to
Calls
Other
0
0
0
0
Lost
Routed to
Calls
Other
1
0
0
0
0
0
15-601130 Issue 1k (22 May 2009)
Agent C
–
–
–
–
Answered 1
Answered 1
1
1
0
0
0
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