| REQUIRED USER ROLE Administrator |
It is crucial to maintain the right balance between allowing Agents enough time to gather themselves between calls and ensuring that there is no unnecessary idle time between Customers. Administrators can configure the time Agents have between calls or when they are routed another call upon declining a call.
- Click
on the top left corner of the screen. - Click Settings.
- Under the Agent Experience category, click Conversation Workflow.
- Find the Voice section and edit the following:
- Auto-accept incoming calls – If checked, calls are automatically accepted without clicking Accept from the notification banner.
- Auto-accept call time limit (seconds) – This setting is only visible if Auto-accept incoming calls is activated. Set the amount of time before an incoming call is automatically accepted. The countdown starts when the call is offered to an Agent. The default value is 10 seconds.
- Decline calls – If checked, Agents can accept or decline calls. If unchecked, the “Decline” option will be hidden.
- After call work (seconds) – Enter (in seconds) how soon another call is routed to an Agent after the previous call ends.
- Note – Agents typically use this time to finish any outstanding work they have for the previous Customer (e.g., add a Note). Enter a duration that gives enough time for these after-call activities but not too much to allow idle activities.
- Time before next call after declining (seconds) – Enter (in seconds) how soon another call is routed to an Agent if they decline or miss a call.
- Auto-accept incoming calls – If checked, calls are automatically accepted without clicking Accept from the notification banner.
on the top left corner of the screen.Auto-accept incoming calls #
By default, Agents must click Accept to take phone calls being routed to them. If Auto-accept incoming calls is activated, calls are automatically accepted without needing to click Accept. Agents can answer calls sooner by clicking Auto-Accept in the banner without waiting for the Auto-accept call time limit to expire.
If Decline Calls is also activated, Agents can click Decline on the banner to stop the call from getting auto-accepted. They’ll receive the next call based on the value set on Time before next call after declining (seconds).
Decline Calls configuration #
By default, Agents are given the option “Accept” and “Decline” phone calls routed to them.
You can configure the banner displayed only to show the “Accept” option and not “Decline.” Note that with either setting, Agents can still miss a phone call if they don’t accept or decline it within the allotted time.
After Call Work configuration #
By default, Gladly will wait 60 seconds after an Agent ends a call before routing a new call, but you can configure this to be shorter or longer based on your average Agents’ needs.
Time to route the next call after a call is declined or missed #
By default, Gladly will wait 20 seconds after an Agent ends a call before routing a new call, but you can configure this to be shorter or longer based on your Agents’ needs.
