We ran into nearly this same issue - our reps were not going into
Not Responding status, but they
are getting hit with +1 to 'alert no answer' on the dashboards, leading to false positive coaching's. This happens with an abandon just 2 seconds into a 20 second alert window, with or without persistent WebRTC.
We opened a ticket with care and were told that this dashboard +1 uptick is working as intended, and to post on the ideas page -- which seems very backwards, there should be ZERO fault towards the agent for an abandon before they could answer.
We go through a partner so we do not have the ability to create the ideas posting, in theory one is out there already and I will link it here once I have the link.
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Brad Murlin
Zillow, Inc.
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Original Message:
Sent: 01-18-2023 07:23
From: George Ganahl
Subject: Agent Status changes to 'Not Responding' when the call is abandoned while alerting
When you look at the Timeline view for the interaction, it shows how long the call was Alerting on the agent before disconnect. Does that also show 2 seconds of Alerting? Also, compare how long it alerted with your alerting timeout set on the queue.
If there is a significant difference between the actual alerting time and the set timeout you will need to open a Support ticket to have them dig into the back end logs for more info.
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George Ganahl GCP (Genesys Cloud)
Principal PS Consultant
Genesys
Original Message:
Sent: 01-18-2023 04:14
From: Zoltan Morvay
Subject: Agent Status changes to 'Not Responding' when the call is abandoned while alerting
Hi Aakanksha!
One of our customers is currently experiencing this problem.
Has Genesys Support offered any solution to the problem?
Thank you:
Zoltan Morvay
CC expert
NTT Hungary
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Zoltan Morvay
NTT Hungary Trading and Service Ltd
Original Message:
Sent: 07-28-2020 13:15
From: Aakanksha Goyal
Subject: Agent Status changes to 'Not Responding' when the call is abandoned while alerting
Hello All,
We have come across the following scenario-
'A call is entered the ACD queue after IVR and started alerting on an agent's endpoint. After 2 seconds of ringing, the call was disconnected by the customer (We see the Disconnect Type as 'Peer' in the interaction timeline)
Now, the agent is put on 'Not Responding' status by the system.'
Is this the default system behavior? Isn't the agent state should go back to 'Idle' after such cases.
Thank you in advance for your answers.
#Ask Me Anything (AMA)
#Omni-ChannelDesktop/UserInterface
#Telephony
#Unsure/Other
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Aakanksha Goyal
Cloudoe BV
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