Hello, we have a queue setup with the following settings:
Ring Strategy: Ring All
Static/Dynamics Members: (Empty), they will use FOP2 to log in/out dynamically.
Skip Busy Agent= Yes
Auto Pause = yes in all queues
Auto Pause on Busy = No
Auto Pause on unavailable= No
When a queue call comes in and an agent in already on a call, it will mark the Agent as Busy preventing the agent from receiving any new calls. Even after the Agent hangs up, it continues to remain paused until manually unpaused.
I thought with the skip busy agent option this would resolve the issue but somehow it still pauses the agent even though no calls went to the phone.