Talk - agents remain available after missed call

Looking to move our Enterprise account and our $1,500+/mo subscription bills out of Zendesk ASAP because of how this "high priority" feature is being handled. OVER. FOUR. YEARS.

If I was a more cynical person, I would swear that this feature is intentionally being ignored as more  unnecessary routing -> longer call times -> more billable minutes.

Do we have any updates on this? I saw that it was on the 2022 roadmap in May but no updates from Zendesk since then. 

Hi @sean41, is there an update on this? This is standard call center behavior. How do we get this prioritized?

Hello, @sean41 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. 

+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!

I am so surprised that this is still an issue considering it was a “high priority” back in 2017. Our previous system would put the agent in a Make Busy status if they missed a call. It shouldn't be difficult to change the agent status to “Away” or “Offline” if they miss a call. I will be bringing this up with our Rep since we are in talks about renewing our contract.

Hi Amber,

If you are using Omnichannel Routing, idle functionality can be used as follows: https://support.zendesk.com/hc/en-us/articles/5286614817562-Enabling-idle-timeout-for-unified-agent-statuses, where if the agent is inactive for certain amount of time configured, their status will be changed.

Changing the status based on missed calls is in the backlog, but not on the roadmap for 2025.

Thanks

Rohan