Configure Voice Routing Settings
  • 12 Jul 2022
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Configure Voice Routing Settings

  • PDF

REQUIRED USER ROLE 
Administrator

There’s a delicate balance between providing Agents with enough time to gather themselves between calls and ensuring there isn’t unnecessary idle time between Customers. Administrators can configure how long Agents have between calls or how soon after declining a call they are routed another call.

  1. Click the menu icon on the top left corner of the screen.
  2. Click Settings.
  3. Under the Agent Experience category, click Conversation Workflow.
  4. Find the Voice section and edit the following:
    • Decline calls – If the box is checked, allow Agents the option to "Accept" and "Decline" calls. If not checked, hide the "Decline" option.
    • After call work (seconds) – Enter (in seconds) how soon another call is routed to an Agent after the previous call ends.
      • Note – Agents typically use this time to finish up any outstanding work they have for the previous Customer (e.g., complete notes). Enter a duration that gives enough time to do these after-call activities, but not too much that it provides an opportunity to do idle activities.
    • Time before next call after declining (seconds) – Enter (in seconds) how soon another call is routed to an Agent if they decline or miss a call.

Decline Calls configuration

By default, Agents are given the option "Accept" and "Decline" phone calls routed to them.

Accept or decline call banner

You can configure the banner displayed to only show the "Accept" option and not "Decline." Note that with either setting, Agents can still miss a phone call if they don't accept or decline it within the allotted time.

After Call Work configuration

By default, Gladly will wait 60 seconds after an Agent ends a call before routing a new call, but you can configure this to be shorter or longer based on your average Agents’ needs.

Tip - 'After call work' setting is not tied to Availability controls.
Unless Agents change their availability by going unavailable for voice, Agents will continue to receive calls once the "'after call work" has passed. To add, Active Status is not linked to Channel availability and is used for reporting purposes only.

Time to route the next call after a call is declined or missed

By default, Gladly will wait 20 seconds after an Agent ends a call before routing a new call, but you can configure this to be shorter or longer based on your Agents’ needs.


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