The Missed Call/Chat Action setting determines what happens to an agent immediately after missing a skilled call or chat: either a configurable timeout before the next interaction can route to them, or an automatic logout from the skill entirely. Agent-facing behavior during the timeout — the Missed Call Work (MCW) state — is covered on Call Handling.

Accessing Missed Call/Chat Action

1. Navigate to Admin (System) > System Settings > Voice Agent
2. Select the ellipsis next to Missed Call / Chat Action

Configuring a Timeout

1. Select Put Agent in Timeout if not already selected
2. Enter the amount of time the agent is placed into timeout after missing a skilled call or chat
3. Select OK, then Save

This is the default behavior — a new installation starts with a 30-second timeout.

Configuring Logout of Skills Instead

1. Select Log the Agent out of Skills
2. Select OK, then Save

Instead of a timeout, the agent is logged out of the skill group entirely after missing a call or chat, and must log back in manually to resume receiving interactions.