I have an issue currently across multiple agents where their computer will ring, but no chats are there. They have hit the gray refresh button at the bottom left of the page, but does not have any results. During this time there is a chat sitting waiting to be taken and my agents do not want to pick up unless they know it is their skill. We have agents that are cross trained on both sales and service. We want service to pick up when the sales area is not available. Does anyone else have this issue? We have Whitelisted everything on our end, but cannot figure this out.
Thanks!
Chris