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Missed & Declined Calls

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Randy Gentil

Posted Jul 12, 2023

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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    Jahn

    Zendesk LuminaryCommunity Moderator

    Hi Randy Gentil - this post might be useful for you since it's pretty much have the same scenario with your use case.

    Rerouting Missed Calls

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    LaVerne Brown-Williams

    My organization uses ZD SUPPORT and TALK modules.  When a Call comes in there are two ways to decline a call but only is being recorded in the TALK Agent more option and EXPLORE stats.

    1 - You're ONLINE for calls in TALK, in SUPPORT a call comes in, on your browser you have the option to decline the call.  Clicking Decline will send the call back to the queue and it will be recorded as a declined call.

    2 - You're ONLINE for calls in TALK, in SUPPORT a call comes in, you pick up the call on your phone and hear "press any key to take the call or press the # sign to decline".  Pressing # to decline DOES NOT get recorded anywhere.

    Hopefully we can add this request as well.  I have a ticket open with the support team on this one.

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