Why do I get missed calls in Contact Center even though I'm logged in? (app)

Question

Why am I missing calls in Contact Center, on the marketplace app version, even though I'm logged in?

Answer

Sometimes after a page refresh, the Contact Center call console closes which results in agents appearing offline or unavailable with no visibility. This can lead to missed calls and a disrupted customer experience.

To address this, Contact Center supports automatic initialization of the call console on page load. This ensures the console is ready in the background without requiring you to manually open it after a page refresh.

Tip: When you're in an available status, it's best not to refresh the browser because you might need to authenticate again, which can lead to missed calls.

Ask your admin to turn on Preload in the Contact Center app settings in Admin Center > Apps and integrations > Zendesk Support apps > Zendesk for Contact Center app. This is applicable for both podded and non-podded versions. For more details, see Installing the Zendesk for Contact Center app.