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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.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eThe "Unresponsive" status is automatically assigned by the system when an agent's adapter fails to acknowledge receiving call or chat notifications.\u003c/p\u003e\n"],["\u003cp\u003eAn agent is typically marked as "Unresponsive" after three consecutive skipped calls or chats, which are instances where the system doesn't receive an acknowledgment from the agent's adapter.\u003c/p\u003e\n"],["\u003cp\u003eAgents do not manually set themselves to "Unresponsive," as it is a passive status triggered by non-responsive adapters failing to receive notifications.\u003c/p\u003e\n"],["\u003cp\u003eThe number of consecutive skipped calls or chats that trigger the "Unresponsive" status is configurable by administrators in the CCAI Platform portal under the Deltacast settings.\u003c/p\u003e\n"],["\u003cp\u003e"Skipped calls" are different from "missed calls" as "skipped calls" result from the agent's adapter not receiving the notification while "missed calls" occur when the agent is notified but does not answer.\u003c/p\u003e\n"]]],[],null,["# Unresponsive agent threshold\n\nUnresponsive status is a system-set status different from most other\ndefault statuses. It allows Managers and Admins to **identify an\nunresponsive Adapter** and take action to return the adapter and agent\nto a state where calls or chats can be received.\n\nUnresponsive status details\n---------------------------\n\nWhen a session chat or call is routed to an agent using Deltacast and the system\ndoes not receive a response from the Agent's Adapter, the system logs this event\nas a ***Skipped*** call or chat.\n\nBy default, an Agent is set to Unresponsive after three (3) consecutive\n*skipped* calls or chats are recorded for that Agent. This is a \"passive\nstatus\" as neither Agents nor Managers can place an agent in this\nstatus; the status is triggered only by non-responsive Adapters that\nhave logged skipped events.\n\nIf Agents are being put into Unresponsive, they are NOT intentionally\navoiding calls/chats, instead, their machines are failing to receive\nCCAI Platform notifications. Agents generally don't know their call\nadapters are unresponsive and might be seeing a valid status, such as\n\"Available\". Unresponsive status allows Managers and Admins to identify an\nunresponsive Adapter and take action to return the adapter and agent to a state\nwhere calls or chats can be received.\n\nAdministrator configuration\n---------------------------\n\nThis default value of (3) is configurable in the CCAI Platform portal by going to\n**Settings** \\\u003e **Operation Management** \\\u003e **Deltacast**, and can be customized\nby specifying how many consecutive skipped calls or chats need to occur before\nthe Agent is placed into \"Unresponsive\" status.\n\nSkipped versus Missed Calls\n---------------------------\n\n- **Skipped call** - Our system does not receive an acknowledgment\n that a call notification was sent to the agent's call adapter. This\n leads to an agent status of \"Unresponsive\" (depending on the\n configured number of sequential occurrences).\n\n- **Missed call** - The agent's adapter successfully received the call\n notification and the agent was notified, but the agent did not pick\n up the call. This leads to a \"Missed call\" status."]]
