Marilyn Austin

Hello, @... and the PM team. I'm proposing that this issue be re-evaluated. Most telephony tools have a fail-safe wherein an agent is placed in a not ready state if a call is routed to them and goes unanswered. This state is something they have to manually exit in order to be delivered another call. This is huge in helping ensure multiple calls do not route to the same, potentially unavailable agent which is an incredibly poor caller and agent experience.

In the proposed feature solution, multiple calls could still route to said agent within the available 5-60 minute idle threshold. Also, not every ZD customer requires use of a complex solution such as omnichannel just to be able to prevent situations wherein an agent forgets to update their status before stepping away only to return to multiple missed calls. 

Really excited to learn that ZD is looking into this functionality. This is referenced in different ways in the existing comments, but I wanted to upvote and say that timestamping is crucial to understanding how agents are spending their day. Being able to track historically when they log in, each time they go into a different state, and when they log out is a vital element in managing a contact center of any size. Hope to see an update soon!!