Unresponsive status is a system-set status different from most other default statuses. It allows Managers and Admins to identify an unresponsive Adapter and take action to return the adapter and agent to a state where calls or chats can be received.
Unresponsive status details
When a session chat or call is routed to an agent using Deltacast and the system does not receive a response from the Agent's Adapter, the system logs this event as a Skipped call or chat.
By default, an Agent is set to Unresponsive after three (3) consecutive skipped calls or chats are recorded for that Agent. This is a "passive status" as neither Agents nor Managers can place an agent in this status; the status is triggered only by non-responsive Adapters that have logged skipped events.
If Agents are being put into Unresponsive, they are NOT intentionally avoiding calls/chats, instead, their machines are failing to receive CCAI Platform notifications. Agents generally don't know their call adapters are unresponsive and might be seeing a valid status, such as "Available". Unresponsive status allows Managers and Admins to identify an unresponsive Adapter and take action to return the adapter and agent to a state where calls or chats can be received.
Administrator configuration
This default value of (3) is configurable in the CCAI Platform portal by going to Settings > Operation Management > Deltacast, and can be customized by specifying how many consecutive skipped calls or chats need to occur before the Agent is placed into "Unresponsive" status.
Skipped versus Missed Calls
Skipped call - Our system does not receive an acknowledgment that a call notification was sent to the agent's call adapter. This leads to an agent status of "Unresponsive" (depending on the configured number of sequential occurrences).
Missed call - The agent's adapter successfully received the call notification and the agent was notified, but the agent did not pick up the call. This leads to a "Missed call" status.