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Reporting Problem: The "Alert - No Answer" total on anytime frame includes "Cals Abandoned by User" totals and presents a false total / not actually the calls they missed for not answering. Also, is there a way to see these totals separated in one report vs having to pull per agent and having to apply the columns each time?

Hi Julian,

From my understanding, if the caller abandons before the interaction starts alerting an agent, that is a normal abandon. But if the caller disconnects while the interaction is already alerting an agent, it can still contribute to Alert - No Answer style reporting, which can make that total look higher than just "true missed calls by the agent."

For the second part, I would suggest checking the Agent Performance view and saving a custom view with the columns you need, so you do not have to rebuild it each time.

I would also be interested to know whether anyone has found a cleaner built-in way to separate these in one report.

Hi Julian ,

Found few references from community which might help:

• Alert No Answer and Not Respoding
  https://community.genesys.com/discussion/alert-no-answer-and-not-respoding
  This thread explains that Alert-No Answer is the number of conversations that ring through to an agent and are not answered, and that it is counted at the alert-segment level rather than unique interactions.  
• Abandoned Calls While Being Alerted
  https://community.genesys.com/discussion/abandoned-calls-while-being-alerted
  Relevant for the scenario where the caller disconnects while the interaction is already alerting an agent.  
• Agents Performance Summary view
  https://help.genesys.cloud/articles/new-agents-performance-summary-view/
  

Hope this helps.

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Phaneendra
Technical Solutions Consultant
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