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."
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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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Original Message:
Sent: 10-25-2023 12:25
From: Lisa Cummings
Subject: Agent Not Responding vs. Alert No Answer
I have an agent with 8 minutes of "Not Responding" status time but no Alert No Answers. How could this occur?
#Performance Management
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Lisa Cummings
AdaptHealth LLC
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