There is a stuck call that needs to get cleared out of a Virtual Contact Center queue. The stuck call shows in the Agent Console Queue Status list, and in the wallboard.
- VCC Agent Console
This issue will need to be addressed by Support. Please create a case with 8x8 Technical Support for assistance.
The caller likely abandoned while waiting in the queue, but there was a call break-down issue and it incorrectly appears as an actual caller waiting in the queue.
Interactions stuck in a Voicemail queue can be cleared by a VCC Agent.
See the Knowledge Base article: Stuck Call in Virtual Contact Center Voicemail Queue