Overview
When using Twilio Flex sometimes you might notice that missed calls are logged for agents who were absent or offline. This can impact reporting and statistics, leading to confusion about why these calls were routed to unavailable agents. This article explains how agent status affects call routing and missed call logging, and provides guidance on preventing such issues.
Why Are Missed Calls Logged for Absent Agents?
Twilio Flex uses TaskRouter to assign incoming calls to agents based on their current activity status (e.g., Available, Offline). If an agent’s status is set to "Available," the system will consider them eligible to receive calls even if they are not actually present.
What You Need To Know
Common Scenario
- An agent is absent but their status remains "Available."
- An incoming call is routed to this agent.
- The call is not answered, resulting in a missed call being logged for the agent.
This can happen if the agent’s status was not updated to "Offline" or another non-available state before their absence.
How to Prevent Missed Calls for Absent Agents
- Ensure Accurate Agent Status
- Agents should manually set their status to "Offline" or "Unavailable" when leaving for the day.
- Supervisors can monitor agent activity in real-time using Flex Insights or Agent Activity Monitoring.
- Configure Auto-Logout Settings
Twilio Flex offers auto-logout settings to automatically log agents out after hours or periods of inactivity.
- Review and configure auto-logout settings in the Flex Admin Guide: Twilio Flex Logout Settings.
- If you use custom scripts or plugins for auto-logout, ensure they are functioning as intended.
- Validate with Real-Time Reporting
- Use Flex Insights and Real-Time Reporting to monitor agent activity and confirm that agents are logged out as expected.
Troubleshooting Steps
If you notice missed calls for absent agents:
- Check the agent’s activity logs to confirm their status during the call.
- Review auto-logout settings and verify they are properly configured.
- If using custom solutions, check for errors or misconfigurations.
- Share screenshots or logs with your technical team or Twilio Support for further investigation.
Conclusion
Missed calls for absent agents typically occur when their status is not updated to reflect their absence. Proper configuration of auto-logout settings and regular monitoring can help ensure accurate reporting and prevent these issues.
If you need further assistance, Twilio Support is always available to help you resolve any concerns.
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