SocialMiner Agent Request - The callback request waits "forever" for an agent

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The callback request waits "forever" for an agent

Problem Summary A callback request is initiated, but no agent ever calls the user.
Error Message None
Possible Causes
  • The tag that is automatically being applied by the Callback feed doesn't match the tag that triggers the notification.
  • The campaign configured in the Connection to CCE Notification is not configured to include the Callback feed to which the request is being submitted.
  • The routing script is improperly configured in CCE.
  • There is no agent available in the skill group or precision queue being routed to.
Recommended Actions
  • Make sure that the Automatic tag being applied by the Callback feed matches exactly the tag configured to trigger the Connection to CCE notification.
  • Change the campaign referenced by the Connection to CCE Notification to be the campaign that contains your Callback feed.
  • Add your Callback feed to the campaign configured in the Connection to CCE Notification.
  • Check and correct (if necessary) your routing script.
Release Release 10.0(1), 10.5(1) 
Associated CDETS # None

Rating: 5.0/5 (1 vote cast)

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