Hello - I am trying to solve for when an agent misses or declines a call.
- Is it possible to turn off the ability to Decline a call? Or to force Answer a call when the agent is in Available status?
- What happens to the Missed or Declined call?
- Is it possible to reroute a call if an agent Misses or Declines a call back into the queue?
- Are tickets created for Missed of Declined calls? If so, can I create a trigger to send these tickets back into their queue for a follow-up?
Sorry if the answers already exist. I've not been successful in tracking down the answers I need.
Thanks in advance!
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