Keep agent status as "Available" - not "Missed"

Amazon Connect does not have an inbuilt solution that automatically changes Agent’s status to Available from custom status. The agents need to either manually change the status to Available if they are in other agent status. The only time an agent's status changes is when they manually change it in the CCP, or when their supervisor changes it in a real-time metrics report. [+] About agent status - https://docs.aws.amazon.com/connect/latest/adminguide/metrics-agent-status.html

Having said that, you can use a custom CCP and using the Amazon Connect Streams API, you can build a custom solution on your end. You can check the agent status on refresh, and if it's in certain status for a certain time limit, set it to Available. Also you might use agent.getStatusDuration() method to get the duration of the agent's state in milliseconds relative to local time. You can check this time and change the agent state using agent.setState(). Please follow below documentation for more details on this, do note the third-party links that I have shared are on best effort basis and AWS Premium Support is not responsible for validity of data hosted on the shared links. The below stack overflow link has example of automatically changing status from Missed to Available after 25 sec, you can modify this to fit your use case.

[+] Amazon Connect Streams - https://github.com/amazon-connect/amazon-connect-streams/blob/master/Documentation.md#agentgetstateduration--agentgetstatusduration [+] How to automatically change agent status on Amazon Connect? - https://stackoverflow.com/questions/61756180/how-to-automatically-change-agent-status-on-amazon-connect [+] Is there a way to automatically set to available from Missed state in amazon connect CCP? - https://repost.aws/questions/QUTTXV5ffGT7m1hIoV864Hng/is-there-a-way-to-automatically-set-to-available-from-missed-state-in-amazon-connect-ccp

Once the above solution is implemented, you can synchronize the available status between Salesforce and amazon connect using Presence Sync Rules. The CTI Adapter supports bidirectional synchronization of agent state between Amazon Connect and Salesforce Omnichannel. This allows you to tightly control agent availability for different contact/media types dependent on current agent state. Please refer this document for more information. [+] https://amazon-connect.github.io/amazon-connect-salesforce-cti/docs/lightning/cti-adapter/04-presence-sync-rules/