Call Center Call Queue Order

[AIC2000]

Hi,

I've got a random issue, where we have lots of calls queueing in the Call Center queue, however for most the average queue wait time is between 23 - 28 minutes, which is fine. However two calls have literally got through to an agent after 3-4 minutes, and calls both before, during and after these calls continue with the average wait time of 23-28 minutes.

I've looked at the call log, and verified when each caller actually joins the queue, and it's all looking fine, with exception to these two calls getting through to an agent quicker than all others calls.

Is this something that can happen? Where could I look to investigate why this has happened?

Thanks for any tips!

 

[AIC2000]

I've looked at the transfer_history of the call data, and the calls come into the queue after the others, and are routed to one of the two active agents on the phone quicker than all the other calls?