When an agent misses an interaction, it means that they were not on the system when the interaction was assigned to them. The agent who misses an interaction changes to Away and no longer receives interactions until they manually change their status to Available. A significant number of missed interactions might reveal a misuse of the tool.
If the agent is working on another tool at the end of their shift, they must change their status so that the system stops distributing interactions to them and statistics on their activity times are as accurate as possible. Also, if an agent misses an interaction, the (first) response time is impacted, especially on chat channels.
Agents can enable sound and visual notifications to avoid missing interactions.