Missing a call
In the Omni interface, whenever an agent is offered a call, they have the option to either Reject or Answer it. If the agent misses the call and selects neither option, LeadDesk will switch off inbound for that agent.
This is done so that if the agent is away from their desk but forgot to turn off inbound, new calls will not be offered to the agent until they are back.
The agent will receive a message in the bottom left of their screen:
The agent will need to click Start inbound again to be offered further calls or messages.
Missing multiple calls
When an Admin sets up an inbound call queue, they can define a number of missed calls allowed.
If an agent misses more than this number of calls in a row (restarting inbound after each missed call), the agent will be blocked. The next time they try to start inbound, they will see a new message:
While an Admin can unblock an agent, it does not reset the agent’s count of missed calls. If the agent misses the next call after being unblocked, they will become blocked again.
To reset their count of missed calls to zero, the agent must log out and log back in again.
The agent's count of missed calls will also reset when they accept a call.