CallMarker

There are two situations where a customer can be in the status "Agent No Answer":

Missed Incoming Call When a customer calls the system with an incoming call, there needs to be an available representative at that exact moment—meaning the representative is not on another call or dialing other customers. Therefore, we usually recommend setting up an IVR (Interactive Voice Response) system to keep the customer in a waiting queue until the representative is free to take the incoming call.

If the customer hangs up before the call connects to a representative, the customer will move to the status "Agent No Answer" and will receive a high-priority callback as soon as a representative becomes available.

Outgoing Call Not Connected on the Representative's Side When working with double/automatic dialing, multiple calls are made simultaneously by the representative’s dialer. The dialing system operates so that the first call answered gets connected. If more than one customer answers during the dialing process, a recording will be played for the other customer(s), and they will move to the status "Agent No Answer".

Customers in this status will be given the highest priority for receiving a callback.

1. Missed Incoming Call When a customer calls the system with an incoming call, there needs to be an available representative at that exact moment—meaning the representative is not on another call or dialing other customers. Therefore, we usually recommend setting up an IVR (Interactive Voice Response) system to keep the customer in a waiting queue until the representative is free to take the incoming call.
 If the customer hangs up before the call connects to a representative, the customer will move to the status "Agent No Answer" and will receive a high-priority callback as soon as a representative becomes available.
2. Outgoing Call Not Connected on the Representative's Side When working with double/automatic dialing, multiple calls are made simultaneously by the representative’s dialer. The dialing system operates so that the first call answered gets connected. If more than one customer answers during the dialing process, a recording will be played for the other customer(s), and they will move to the status "Agent No Answer".
 Customers in this status will be given the highest priority for receiving a callback.

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If multiple consecutive attempts end with the status "Agent No Answer", the system will wait for the time defined in the campaign settings before trying to call the customer again. For example, after two attempts ending in the status "Agent No Answer" the next call to the customer will follow the campaign’s timing rules.

If you have a focus defined for your campaign and the status "Agent No Answer" is not included in the focus settings, it’s important to check the option in the campaign settings that ensures the system always calls customers with the status "Agent No Answer".