Users complains of changing places in queue
I have one site that I get complaints from that say users say they are caller 7 and then later tells them they are caller 8 as if they went backwards in queue. I have verified that after playing the prompt it takes them right back to queue start. So not sure why this would happen. I was hoping someone could give me examples of what could be happening? The only one I could come up with is that if the call is being presented to a operator and that person does a RNA than maybe it is sent back to the start of the queue and that places them back at the end of the list?
Thanks!
Dave
No I wish it was as easy as that I am not doing that in this particular script. I am not using estimated wait times as well. I could replace with a generic prompt so they don't hear that but I would still want them not to jump positions either. Do you think my original statement could be a reason? Or is there anything else that might cause it?
"The only one I could come up with is that if the call is being presented to a operator and that person does a RNA than maybe it is sent back to the start of the queue and that places them back at the end of the list?"
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Welcome to the HP Forums!
It is a terrific place to find answers and tips!
For you to have the best experience in the HP forum I would like to direct your attention to the HP Forums Guide Learn How to Post and More
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