REQUIRED USER ROLE Administrator |
If an Agent declines a call that is routed to them, you can configure the length of 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 that 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/misses a call.
See Configure Voice Routing Settings to configure Time before next call duration.