So I can't be the only one who's experiencing this and it's maddening because I can't figure it out.
I have 4 phone teams. 3 of those teams are groups of agents that take calls for that particular group's category.
The 4th team is an overflow for all of those groups made up of a sub group of people from each of the other three groups.
The idea is if a call comes into one of the main 3 groups and none of the agents in that group is available it will go to overflow and find an agent in any group that's currently available.
The actual workflow works. However, what we continue to see is that although there are other people available in the overflow group when a call comes in, the same person in that group gets the call if they are available almost every single time (even when others are available with longer inactive times in that overflow group).
I have literally seen the user who always gets the call be on wrap up time in Talk with 3 other agents available not getting a call and then the second that agent comes off wrap up, a call gets routed to them (while the other three show available).
Here's the weirdest part about it. If I look at the call and the leg logs, I can see that call actually show as COMPLETED to one )or more) of those other available agents but it never actually rings to them. It just rings to that agent that always gets the overflow calls.
Example:
Agent 1 and Agent 2 are in a group called Enterprise (primary) and a group called Overflow (secondary overflow)
10:05 AM Agent 1 is in wrap up on an Enterprise call
10:05 AM Agent 2 is Available for an Enterprise call or an Overflow Call
10:06 AM Call Comes into Filed Group and no one is availble
10:06AM Call routed to Overflow queue -- Agent 1 still in wrap up and Agent 2 is available
Expected Result: Call is routed to Agent 2
Actual Result:
10:07 Agent 1 finishes wrap up and is assigned call - Agent 2 STILL shows available
When looking at the call data on this call, Agent 2 will show a COMPLETED call leg at 10:06 (like the call went to them and was answered but the phone never rings) and Agent 1 will show a COMPLETED call leg at 10:07 then the call was routed to them.