Michael Wood

My team started using Omnichannel routing with agent workspace and discovered that the inactive time of an agent is now reset even if they miss or decline a call and even if the call is abandoned while ringing at the agent.

After talking to support they informed me this is by design with Omnichannel routing. I believe this design can lead to issues with uneven call routing. 

Say an agent had the call abandoned at them, which now resets their inactive time. Now the following calls that come in will go to other agents first. Leading to those other agents doing 2 calls before this agent did any.
Say they get unlucky and the next call that came to this agent also got abandoned while ringing at them. This would now lead to all other agents doing 3 calls before this agent did any.

It seems like a design flaw in the system with potential for causing uneven call routing to teams. I think it would be beneficial to have an option where an agent's inactive time only resets if they actually serve an inbound or outbound call. Same as when Omnichannel routing is not used. 

My team is experiencing this same issue as well. Agents have been marked with 20+ missed calls for 1 call leg that they also answered. 

We have to now manually verify our reports as agents are being marked as missing a call leg multiple times for calls they never missed. When looking into the calls in question, the agent answered the call the first time it was offered to them but for some reason Zendesk is reporting the call was missed x number of times.