Why are there conversations on hold despite the presence of agents?

Firstly, ensure that the language of the conversation matches the agents' profiles. If the available agents do not speak the language of the conversation on hold, this can explain why these conversations are not being handled.

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Secondly, verify that the distribution group of the conversation corresponds to the agents' group membership. If the agents are not part of the specific distribution group for the conversation, they will not be able to respond to it, which can lead to delays.