Article #: 94

How To: know what to do when an agent misses a call in the Contact Center

Similar questions: missed call in Contact Center, using Missed Call Work (MCW) Timeout, using MCW Timeout

Purpose: demonstrate what to do when an agent misses a call in the Contact Center, and understand when the timer applies.

What is Missed Call Work (MCW)?

Missed Call Work (MCW) is a timeout period applied when an agent is presented with a call but fails to answer it. Instead of the system immediately routing another call to the same unresponsive agent, the MCW timer places them in an unavailable state. This provides the agent time to return to their station, finish whatever distracted them, or manually change their status to "DND" or "Break," preventing a poor customer experience from repeated missed rings.

Note: MCW timers will only ever trigger for skilled calls. Direct transfers to agents will not trigger MCW. If an agent receives a direct transfer from another agent—even if that original call started in a skill group—the receiving agent will not be placed into MCW if they miss the transferred call.

Steps

1. Log in to the Contact Center Agent Client (CCAC).
2. After missing a call, beneath the Active Media section located on the left hand side of the screen, you will see a sub section called Missed Call Timeout appear along with a timer. You can either wait for the timer to expire, or you can click I Am Done if you are ready to receive another call.