Requesting a real-time, dismissible in-app notification banner in the Intercom Inbox that alerts an agent immediately after they miss an incoming phone call.
The Problem
There is a visibility gap between agent perception and backend reporting:
- Admin Data: Analytics show a high volume of "Missed Calls" for agents across the board.
- Agent Experience: Agents report that calls are not delivering or ringing in their browser.
Without an immediate visual indicator, agents have no idea a call was attempted. This makes it impossible to determine if the issue is behavioral (agent away from desk) or a technical bug (Intercom failing to render the incoming call UI).
Proposed Solution
Implement a prominent top-of-screen banner triggered immediately when a call goes unanswered by an agent.
- Suggested Copy: >
You missed a call from [caller name] at [Time]. If you didn't see the ring invite, please check your network or status. - Action Items: Include an "X" to dismiss and a quick link to the missed call's conversation log for an easy callback.
Value & Impact
- Bug Isolation: Allows agents to instantly identify if they are experiencing a silent system bug (seeing the banner without ever getting a ring invite), providing exact timestamps and caller reference for engineering.
- Self-Management: Empowers agents to audit their own availability and hardware settings in real-time.
- Better CX: Reduces abandoned calls and speeds up customer callbacks.