Genesys Cloud (formerly PureCloud)

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Alert and Alert- No Answer metrics in Performance / Agents view

  • 1.  Alert and Alert- No Answer metrics in Performance / Agents view

    Posted 4 days ago
    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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  • 2.  RE: Alert and Alert- No Answer metrics in Performance / Agents view

    GENESYS
    Posted 21 hours ago
    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
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  • 3.  RE: Alert and Alert- No Answer metrics in Performance / Agents view

    GENESYS
    Posted 4 hours ago
    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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