User Management - User not being offered calls in queue x

If an agent is not offered calls to a queue, check their profile and see what skills they are logged on with. Go to https://admin.puzzel.com, and under Real-time -> User groups, you can press All agents in the bottom of the screen, as seen on the image below.

Here you will have a list of all agents – find the agent you want to troubleshoot and press on their profile. 

Here you can verify the current profile and skills for the agent in question.

Another troubleshooting step is to verify that the agent has input the correct phone number when they logged in. The phone number the agent has logged in with is also shown on the All agents page under Real-time->User groups->All agents.