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Does idle time reset when a queue member refuses a call?

Tags: call handling, call queues

Apr 3, 2024 at 8:39am • 1 replies • 0 likes

DeAnna Wasierski-Dickens

Greetings,

We have a few queues set to "Simultaneous" distribution to queue members and about to switch them to "Longest Idle".

I have read that longest idle time will reset when a queue member answers an inbound call or initiates an outbound call - any call (doesn't have to be related to the queue in any way).

If a queue member with the longest idle time doesn't answer an offered call, do they remain the member with the longest idle time? Or does that event reset their idle time? I'm hoping the next inbound call is also offered to them first.

We are using MVP only, not the Contact Center offering.

Does anyone know if a queue member's idle time starts over when they refuse a call?

Thank you,
DeAnna

Welcome on Apr 4, 2024 at 10:22pm • 1 likes

if memory serves right, yes - refusing a call starts the idle time over.
The reason for this is that the user was in an Available state. Then the call starts ringing and the user goes into Busy state.
After refusing the call they go back to Available state and the timer starts over.
The same thing happens if they briefly toggle themselves on Do-Not-Disturb.

If you are worried about people abusing this, one tool you could use is the Analytics > Performance Reports (or if you have access to it then Analytics > Business Analytics) and look at how many calls each user takes, how many refused etc.

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