We’re excited to introduce an upcoming Call Center feature designed to make your customers’ call queues smarter and their callers’ experience smoother. The new “Set Agent to Away Status” feature automatically sets an agent’s status to Away after a defined number of consecutive missed calls.
This feature acts as a safety net for certain ring strategies, preventing calls from continually being routed to agents who are not answering and ensures that calls are always directed to available team members.
Administrators have full control to configure the feature. Admins can set the number of missed calls required before an agent is marked Away, or they can disable the feature entirely.
With this update, call queues stay efficient, response times improve, and callers receive a better overall experience. Look for it in the portal starting on Tuesday, October 28.