Can anyone clarify why Predictive Routing is still offering calls to agents marked as ‘Off’ in WFM? We are seeing a 404 Not Found error when the system attempts to route calls to these users.
The schedules were published last Friday, and adherence shows 100% compliance. The agents are correctly shown as unavailable in the WFM dashboard, yet the routing engine treats them as available resources. This is causing a significant drop in service level during our Chicago morning peak.