Erin Slovitt

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. 

If an agent misses a call (i.e. doesn't answer it in time), the agent remains available to receive calls in the queue. This is a problem if an agent forgets to make themselves unavailable to receive calls (i.e. if they're in a meeting or gone home for the day) as calls will continue to be routed to them if they are not actually at their desk. This means that callers would experience a longer wait time as calls are routed to agents that are not actually available. Talk currently relies on an admin manually changing the agent's availability as a work around.

In these instances, it would be helpful if Talk could put the agent into wrap up or make them unavailable to receive calls until they make themselves available again. This is already a feature of our current contact centre phone software (we are trialing Talk) and I am surprised that Talk does not have this feature.