Missed Interactions

Missed Interactions is a feature of NEONNOW to allow agents who do not answer an interaction after a period (as specified by Amazon Connect) to remain in missed state (busy) or to be moved to available state immediately without having to change their status.

To enable Missed Interactions, toggle Missed Interactions to ON from Contact Centre--> instance --> Settings --> Agent.
When the toggle is ON, agent will remain in missed state. When toggle is OFF, agent will be move to Available without having to change their status manually. This can be useful in situations where agents miss accepting an interaction frequently and want the system to put their status back to available without manual intervention.