While researching "calls refused" in several of the Reporter reports, I found that the call segment in question was directed to an agent who was in an unavailable state (i.e. dnd, busy or wrap up).

I an trying to determine all possible causes for this. Has anyone any suggestions?

Some issues that came to mind was a possible timing conflict such that the system does not detect the agent's status when the call is first presented. Is that possible?

Also, some calls were routed to agents who were busy despite an available agent who according to the call distribution logic was idle the longest and should have received the next call. I can't figure out what's happening there.

All of our agents are on auto-answer and we have several overflow options for deeper skill groups. There seems to be no set time frame as to how long a call will sit waiting for an agent before it either overflows or diverts. Are there different timers in play here?

Any help would be appreciated!

Dingo