If a rep takes a call right now in 1 of the 5 queues the system correctly prevents them from receiving other calls from the remaining 4 queues. Why does the wallboards show them available in the remaining 4 queues? This is the bug. My suggestion first and foremost, remove all of the statuses from each individual queue and just highlight "Available", "Away", or "Busy - On a call". If GoTo does not want to simplify the view for the Supervisors and want to keep the status of the agents in all queues then at least correct the bug that shows the agent available in all of the queues that they didn't receive a phone call despite that they did receive a call from an individual queue.
