playing music files in the queue will cause a person to skip a place in line if the file is playing while their turn comes.
periodic announce, etc
Same queue, no agents logged in, 3 people waiting.
An agent logs in and the caller to be helped is…
(according to queuemetrics)
So the 7 minute caller had to wait another 4 minutes before being answered…
Why didn’t the 7 minute caller be answered first,
How can this bug / inconsistency be fixed?