CX Collective

+1 to this request! It would be extremely helpful to have an option that automatically sets agents to "Offline" or "Away" after a missed call. In high-volume environments, missed calls often indicate that an agent has stepped away from their workstation or is unavailable to take calls, and keeping them in "Available" status can lead to poor customer experiences and increased wait times.

A configurable setting for this behavior—allowing admins to choose whether missed calls impact agent status—would provide much-needed flexibility for different workflows.

Is this something Zendesk is considering for future updates? Would love to hear if any workarounds exist in the meantime!