Customer case 12The hunt group that went quiet

A Live Data watchlist turned "calls are dropping" into a login problem within minutes.

1
Situation
A service desk reported that calls to the support line were dropping. The hunt group had worked for years and nothing had changed – as far as anyone knew.
2
What the data showed
A Live Data watchlist on the hunt list showed zero available members since the morning shift change. The calls were not failing in the network – with nobody logged in, the hunt list had no one to offer them to.
3
Resolution
The shift lead re-enabled the agents' hunt-group login. The ticket moved from "telephony fault" to "process" in minutes, with the watchlist as evidence.

Situation