Genesys Cloud - Main

Our company is new to Genesys. We moved from Avaya to Genesys in August 2023. We looking to gather insight to what other contact centers use as a metric(s) to measure possible work avoidance. With Avaya, we use RONAs. The closest thing we can attribute to this is Not Responding count; however, that metric is not easily accessible for our agents as it's only found in Pureinsights. Any ideas or thoughts would be greatly appreciated.

#Reporting/Analytics

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Yolanda Rowberry
Select Health
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This data point can be found within Genesys natively. This stat is sometimes called 'alert no answer' and is often one of the columns you have to add via the + sign on the right of the column headers.

We generally use this same stat to track avoidance, as well as time spent in non-productive and unexpected status codes like training.

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Brad Murlin
Zillow, Inc.
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Hi Yolanda,

There are a few parts to this.

Genesys Cloud does not have the same concept of RONA that other platforms have. An interaction that "RONAs" effectively is an "Alert - No Answer", the interaction and does not increase the Offered count as the interaction does not leave and re-enter the queue.

The Interactions Performance view includes Users - Interacted and Users - Alerted which gives the staff involved but if one user was alerted twice and interacted they would show in both.

There is a count of alert segments in Interactions along with Users - Not Responding which would apply if the alert timer were reached.

You can also see counts of Alert - No Answer in Agent Performance views as well as a gamification metric of % Answered which would enable you to identify users with an issue or repeat offenders.

Att,

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Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/
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The standard Agent Performance report does not include the column, so you need to add the column, but it is Alert - No Answer.   It will tell you how many calls are alerted to an agent and that they miss.    This is under the Performance tab.  Once an agent misses a call, they need to put themselves back On Queue, because they will be automatically placed in Not Responding.    You can look at the total amount of Not Responding time under the Status tab.   There is also and On Queue percentage available, just know that for some reason, Genesys considers Not Responding as On Queue time.  Since they can not take a call while in Not Responding, I manually deduct that.

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Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance
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Original Message:
Sent: 01-10-2024 07:30
From: Breno Canyggia Ferreira Marreco
Subject: Agent Metrics

Hi Yolanda,

There are a few parts to this.

Genesys Cloud does not have the same concept of RONA that other platforms have. An interaction that "RONAs" effectively is an "Alert - No Answer", the interaction and does not increase the Offered count as the interaction does not leave and re-enter the queue.

The Interactions Performance view includes Users - Interacted and Users - Alerted which gives the staff involved but if one user was alerted twice and interacted they would show in both.

There is a count of alert segments in Interactions along with Users - Not Responding which would apply if the alert timer were reached.

You can also see counts of Alert - No Answer in Agent Performance views as well as a gamification metric of % Answered which would enable you to identify users with an issue or repeat offenders.

Att,

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Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/
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