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An agent is signed in and shows Available, but calls aren’t reaching them.

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Quick checks

  • Is the agent actually a member of the queue or assigned to the campaign you expect?
  • Are there any calls actually waiting? An idle agent with no callers waiting is expected, not broken.

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Cause: not a member of the queue

How to check: Open the queue in Queues and confirm the agent is listed as a member. How to fix: Add them — see Add queue members and skills.

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Cause: campaign assignment is Selectable, and the agent hasn’t opted in

How to check: Check the campaign’s Agent assignment setting. If it’s Selectable, being assigned doesn’t put an agent on the campaign — they also have to opt in. How to fix: Have the agent select the campaign from their own workspace, or switch assignment to Forced — see Campaign settings reference.

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Cause: the queue is skills-based, and the agent is missing a required skill

How to check: Confirm the queue’s strategy is Skills-based, then compare its required skills against the agent’s own skill tags — the agent needs every one, not just some. How to fix: See Add queue members and skills.

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Cause: no calls are actually waiting

How to check: Check the queue’s depth on the wallboard — zero waiting callers means there’s nothing to route. How to fix: Nothing to fix — this is expected.

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Cause: the agent isn’t actually registered

How to check: See Connect a device and check registration — an agent can appear Available in the app while their softphone isn’t registered. How to fix: Have them reload the workspace or check their audio setup.

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If none of this worked