Understanding 'Missed' Call Status in Zendesk Talk
What causes a call to be marked as 'Missed' in Zendesk Talk?
A call is marked as 'Missed' in Zendesk Talk when an agent fails to answer the call within the configured time limit. This can happen even if the agent is experiencing errors like 'Some Talk Features aren't available right now'.
The system tags the call as missed because the agent's status remains online despite these errors, which can be due to network issues or if the agent's computer is shut down.
More related questions
What do the different call statuses in Zendesk Talk mean?
Zendesk Talk uses various call statuses to describe the outcome of a call. For example, 'Abandoned in Queue' means the caller hung up while waiting in the queue, while 'Completed' indicates a call was successfully finished. Other statuses include…
What does 'Not Answered' mean in Zendesk Talk?
'Not Answered' in Zendesk Talk indicates that a call didn't go through or wasn't successful. This can happen in both inbound and outbound scenarios. For inbound calls, it means the end-user wasn't connected with an agent. For outbound calls, it…
How is a 'Completed' call defined in Zendesk Talk?
A 'Completed' call in Zendesk Talk means the call was successful. This status is used when the end-user was connected with an agent, or the call was directed to voicemail or forwarded to an external number. This status helps in tracking the…
Why might a call show as 'Abandoned in Queue' even if it was completed?
A call might show as 'Abandoned in Queue' if there are discrepancies in the call log, even if the call was successfully connected to an agent and completed. This could be due to system errors or misconfigurations in the call routing process. If you…
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