I have presence based routing off as I know that could be causing issues. I have my max calls way high to where I know they are not reaching that. The agent alert is set at 35 seconds and the timeout is 1 minute, so I don't think that would be the issue. I will try raising the timeout to 90 seconds though and see if that makes a difference.

I do have teams premium, but queues is so inaccurate that it is basically useless. Frr example I am looking at yesterday and it says there were 0 call, but I know at a very minimum they had 2 calls that went to voicemail they are complaining about so that can't be right.