Calls are not reaching to the agent from the queue even the agents are free

[aniyasu]

Hi,

I am looking for support. I am facing some issues in my Contact center. Calls are not reaching to the agent from the queue even the agents are free. and facing the issue in reports.

[frank]

Are the agents logged into the queue ?
Did they put themselves in DO NOT DISTURB mode ?

[aniyasu]

Agents are available in the same queue, even if there is calls in the queue and new agent are log in but calls in the queue is not reaching. Agents are not in DND.

[frank]

screen shot of all agents available, or ACD dump ?
It's too hard to help from one sentence saying "no calls are getting to agents"
Share the configuration.

[alex]

Take a break for half an hour, sit down and read carefully the CCD docs. Learn about pilots, queues and agent groups, also rules and schedules.
Open CCS and check whether your call distribution goes to AG you mentioned - according t rules and schedules.