Calls taking a long time to be answered by the agent

Support Help
1

Hey team, I have had multiple issues where the agent has taken up to 20-30 seconds to answer the call causing some hangups but then if called back immediately the agent picks up within a few seconds.

This is causing a lot of frustration, could you please look into why this is happening and how to resolve it?

Please see the below Call ID of a few such calls:

call_b06b38ca7d50886dda4e643eefc

call_256bc86a993f729fc09e0ea543d

call_e63304ee576fdff31df7ae78ca8

Thanks.

2

Hey @frontdeskscheduler.i

I’ve escalated this to our team for further review.

We’ll update you as soon as we hear back.

Best regards

3

Hi @Shah-Fazal, is there any updates on this issue as it is still happening. Thanks.

4

Hey @frontdeskscheduler.i

Your issue has been shared with our product team. I’ve followed up with them again, and I’ll get back to you as soon as I receive an update.

Thank you for your patience!

5

Hey @frontdeskscheduler.i

Here’s what we found per call:

  • call_256bc86a993f729fc09e0ea543d (04-25, 23:40 UTC) — the call itself was accepted instantly, but the agent worker took ~23.3s to be assigned to it. Our prod logs show a LongJoinRoomWait event of 23,338ms for this call. This was part of a platform-wide dispatch-queue backlog that lasted from roughly 23:00 UTC on 04-25 through ~13:00 UTC on 04-26. Once the worker was assigned, joinRoom itself took only 119ms — so the dead air was queue-side, not network or LiveKit-room latency. The caller hung up at ~30s.

  • call_e63304ee576fdff31df7ae78ca8 (04-27, 08:47 UTC) — same shape (~17s gap between “call setup complete” and “agent worker started”), but the call completed successfully (full intake, 2m 25s, agent_hangup). We did not find a matching LongJoinRoomWait log for this exact hour, so we can’t confirm the same root cause with the same direct evidence — the symptom matches but it’s likely a smaller, isolated dispatch hiccup.

  • call_b06b38ca7d50886dda4e643eefc (04-20) — this one is unrelated. It’s a web call that errored before any worker handoff (the client side never completed the audio connection). No dispatch delay was seen here.

Thank You