Time to route next call after declining

If an Agent declines a call routed to them, you can configure the time before another call is routed to the same Agent. This can be adjusted through the Time to route next call after declining (in sec) setting.

Consider the following when configuring the Time to route next call after declining (in sec) setting:

• The number of seconds an agent has as a grace period when they miss/decline an incoming call. This grace period is given so Gladly can prioritize routing to an actual ready Agent.
• If an Agent does not need a grace period, they can bypass the default grace period by manually requesting a new call.
• All declines and call misses are logged so supervisors can see when an Agent declines or misses a call.

See Configure Voice Routing Settings to configure this setting.