Hi Caroline,

Our current provider allows admins to determine the behaviour. The options are for the agent to remain available or to be made unavailable for a pre-determined amount of time. Admins have the option to determine the length of time which ranges from 10 seconds or until the agent manually makes themselves available again.

This seems to be the best set up. The system recognizes that the agent should be unavailable for a period of time after a missed call and gives admins the capability to determine how long for. I don't see any possible improvements.

This isn't just a pain point for Talk agents. It is a poor customer experience to be routed to an agent who isn't there and of course Talk users are billed per minute while calls are waiting to be answered.