Greetings All. I use QueueMetrics in my office, and recently started using the Realtime monitoring feature. There is one issue I’m having and I would be extremely grateful if anyone could assist me in the matter. We have our phone system setup in four different ques. If the call does not get answered by the group in the primary que, it goes to the next que, and so and so forth. In an effort to avoid calls ever getting to the final que, I have been using Realtime monitoring to answer calls when they get to the second to last que. HOWEVER, my efforts have been futile, and this is because calls are appearing in the final que, seemingly out of nowhere. Theoretically in order for calls to reach the final que, I would literally have to watch the call sit in the second to last que for 75 seconds before it got to the final que, and this is never the case. Any insight someone could provide me as to why this is happening would be TREMENDOUSLY appreciated. Thank you for your time!
