Problem of VM stuck in queues due to skills

[Chris_Phillips]

We have a problem where calls sometimes get transferred to Queues with skills on them that nobody in that queue has.

So the call goes to VM, and the VM callback is now in the Queue, with skills that nobody has.

This has been getting painful for us as with hundreds of agents getting 10's of thousands of calls a day, there are dozens of accidental transfers to the wrong Queue every day.

Since the current transfer to queue UI has no capability to clear skills etc, or restrict the queues we are currently building our own UI to work around it.

While we are doing that we need to be able to scan Queues for these abandoned callbacks (VM)s. I took a look at the API docs but didn't see any obvious endpoint for getting a list of open callbacks in a queue?

Thanks

Chris

[tim.smith]

An analytics detail query with a filter for conversation end not exists and a queue id will give you conversations in queue. Add a media type to the filter if you only want certain media types.