Justin and Lance,
I think I may be able to help. I noticed this with a few of my guys after we created some extra offices.
From the main Smartertrack screen, in the top right corner, you'll see a green tag that says "Available." It will be red if it reads "Unavailable."
If you click that and follow the drop-down menu and click on "Active Groups" you'll see that some (or all) of the Groups do not have Tickets checked for the Agents in question. Smartertrack uses these checkboxes to indicate whether an Agent is available for that particular group.
If an Agent is not available (as indicated by this check mark) to handle tickets for that particular group, the system sends the ticket back to the queue so another "available" Agent can handle.
This happened to my team after we created some extra groups (which are broken down by office location for us). After checking the boxes, the desired behavior was achieved.
Hope this helps!