1. Call to Agent 1 (MissedCallAgent) answered by Agent 2
Both agents have the Agent Collector
- Browser data: Agent 2 has the answered call details as expected.
-
Browser and cloud data: Summary call record details both the agent who missed the call (Agent 1) and answered the call (Agent 2).
- Missed Call ID not found against MissedCallAgent for Agent 1 in Agent Interactions dashboard.
2. Call to Agent 1 (MissedCallAgent) answered by Agent 2
Only Agent 1 has the Agent Collector
-
Browser data: Agent 1 has a zero length answered call - this is misleading.
- The Call Summary record has the correct details.
- Browser and cloud data: Summary call record is corrected with details of both the agent who missed the call (Agent 1) and answered the call (Agent 2).
3. Call to Agent 1 (MissedCallAgent) answered by Agent 2
Only Agent 2 has the Agent Collector
- Browser data: Agent 2 has the answered call details as expected.
- Browser and cloud data: Summary call record has no details on the agent who missed and answered the call - this is misleading.
4. Call to Agent 1 (MissedCallAgent) answered by Agent 2
Neither Agent has the Agent Collector
- Browser data: None collected
- Browser and cloud data: Summary call record has no details on the agent who missed and answered the call.
Platform specifics
WhatMissedCallAgent and its neighboring states mean is platform-specific.
- Amazon Connect: CCP (Contact Control Panel) error and agent state reference — what
MissedCallAgentand the neighboring states mean on Amazon Connect.
Related
- Softphone issues — where Operata surfaces softphone errors.
- What cloud collection adds — why the cloud record fills these gaps.
- CCP agent states — the stored field schema.