Does placing a call on behalf of a queue affect standard ACD routing?
The manually-dialed outbound call on behalf of queue counts as resetting the… [More]
How does deleting queues affect reports, views, and other data?
After you delete a queue, you can still access its past interactions… [More]
What does Not responding mean?
When you decline or fail to answer an interaction within the Alerting… [More]
Why don’t the agents see an option to request for ACW when the queue is set to Agent Requested?
For more information about after call work settings, see Create and… [More]