Why did my customer face a long hold time or not have their call answered?
Agents are free to login and logout at any time, though they will try their utmost to keep to their schedule. Sometimes we may receive an excessive number of calls, or there is significant popularity for a certain level of agent compared to others.
We would suggest you keep an eye on the Call CenterAgent Marketplace as it will show at the very top which agents are currently logged in and their Agent Level.
You can also favourite these agents in case their level is outside the one you have agreed to.