Problem
Agents in Dialpad are being marked as off duty when they miss a call, which leads to more missed calls. The agents are not always immediately aware of this off-duty status, which causes issues.
Solution
If the employee is routed a call and doesn't pick it up, it's considered a missed call, and when a user misses a call, DialPad automatically marks them as off duty, assuming that they are away from their desk (since they missed a call) to prevent more calls from routing to them.
To get notified when the agents are set to off duty during business hours:
Go to your Dialpad account and click Admin settings > Office settings.
Under the Contact Center Administrator Settings section, select Agent Audible Notification for Off Duty Status.
Go to Ai Contact Centers > Dashboard and Alerts.
Click Edit Alert for the Agents Off-Duty alert.
Select Notifications: On and choose the recipients and notification channels.
When you are done, click Close.