Workforce Engagement Management

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  • 1.  Agent Not Responding vs. Alert No Answer

    Posted 10-25-2023 12:25

    I have an agent with 8 minutes of "Not Responding" status time but no Alert No Answers.  How could this occur?

    #Performance Management

    Lisa Cummings
    AdaptHealth LLC

  • 2.  RE: Agent Not Responding vs. Alert No Answer

    Top 25 Contributor
    Posted 10-30-2023 08:50

    Hi @Lisa Cummings  "Not Responding" can also occur when there is a connection issue of some sort where the agent tried to answer the interaction, or the interaction tried to connect via auto-answer but the interaction just couldn't connect due to a technical reason.  We experience this so often I gave my RTA folks verbiage to SLACK the agents throughout the day: "Hi!  Your phone is currently in Not Responding.  Can you manually take yourself off queue for a couple seconds and then go back on queue?  This sometimes fixes it."

    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.

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