Discrepancies Between Call Queue Board and Call Queue Details

Symptom

The number of agents between the Call Queue Board and the Call Queue Details are not matched.

Applies To

• Analytics for 8x8 Work

Resolution

Customers should have agents set themselves to DND (or any status that makes them ineligible to receive calls) after logging into the queue. If they are already on DND before logging into the queue, please have them change the status to Available either before or after logging into the queue and then change to DND. This will accurately show the DND status and it will be clear why a call is not being offered to this agent.