Hi Olivier,
Since all major statistics are available in the ACD environment, for non-ACD it's about the "CDR" information.
Like we had on the old PBX, but these cannot be compared with the statistics available for ACD calls.
I believe this is why the parameter/stat "Alert-No Answer" is available only for ACD calls and "Alert" is available for both (non-ACD and ACD).
So routing/forwarding direct calls towards the IVR/ACD environment is a great idea, because then you can use all the great GC features like statistics/reporting, but also recording for example.
If anyone else can describe the difference between 'ACD' and 'NON-acd' stats, feel free to comment.Peter
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Peter Meert
Sr Solution Consultant
Genesys - Employees
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Original Message:
Sent: 10-19-2020 11:12
From: Peter Meert
Subject: Alert and Alert- No Answer metrics in Performance / Agents view
Hi Olivier,
When I try this on our test org, I can filter on 'Not Answered' and on 'non ACD'.
Below a print screen.
Bien cordialement,
Peter
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Peter Meert
Sr Solution Consultant
Genesys - Employees
Original Message:
Sent: 10-15-2020 08:47
From: Olivier De Brauwer
Subject: Alert and Alert- No Answer metrics in Performance / Agents view
Hi Community,
I need your help about "Alert" and "Alert- No Answer" metrics in Performance / Agents view.
Do those 2 metrics include ACD calls (calls from queues) and Non-ACD calls (direct calls) ?
Already thanks !
Olivier
#Reporting/Analytics
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Olivier De Brauwer
AXA Belgium
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