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  • 1.  Agent no answer reporting

    Posted 03-03-2020 15:20
    No replies, thread closed.
    We are looking for a way to determine if an agent is clicking 'decline' on a presenting interaction, or if they are letting all of the interactions go unanswered.  

    In the reporting, we can gather the call - no answer, but the 'decline' interactions would also be in this bucket.  

    Is there a report or logic break down others are using to calculate this? 

    @Eric Sundquist​
    #Reporting/Analytics

    ------------------------------
    [Erin] [Neufeld]
    [Business Systems Analyst]
    [Kal Tire]
    ------------------------------


  • 2.  RE: Agent no answer reporting

    Posted 03-07-2020 14:57
    No replies, thread closed.
    If you consider these possible metrics:
    Alert – No Answer

    The number of times the agent did not answer an offered interaction while On Queue or Interacting.  While Not Responding, the agent does not receive new interactions, but the agent could still be handling and completing other previous interactions.
    Alert

    The number of times agents receive an alert for interactions. 
    Handle

    The total number of ACD and non-ACD interactions agents were involved in, including answered interactions, transfers, callbacks, and outbound calls. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

    Answered

    A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
    You could also look at Alerts minus the Answered to see the difference in then minus the Alert - No Answer which should be the Declined left over.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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