Hello Community
Wanted to know how many of the admin’s here would prefer Freshdesk Contact Center change the agent state to Offline when they RONA a call. Currently as it doesn't change the state on the dashboard supervisor’s see the agent as AVBL and wonder why the agent is not picking up the call, while the agent see’s themselves as AVBL and wonder why they are not getting the call. The fix is for the agent or supervisor to change the state manually (offline back to online).
If the system puts the agent offline for missing the call, it would give an exact real time experience.
Regards
ART
