Genesys Cloud - Main

Has there been a recent change to how Alert-No Answer is calculated? 

I tested this years ago--at least 2023--and the calculation was any conversation that a user did not answer: ACD or NON-ACD.  They both counted towards the alert no-answer.  

Recent tests now show that while they both count as an ALERT they do NOT both count as an Alert No-Answer. 

The metric definition is a bit misleading as well; it seems to imply that any conversation--not interaction-specific--counts towards Non-ACD, but that is no longer what we're seeing.  Can anyone clarify this? 

Based on the current documentation, my understanding is that Alert No Answer is incremented whenever an agent is alerted for a conversation but no answer event occurs. The metric definition doesn't appear to distinguish between ACD and Non-ACD conversations.

One important point is that Alert No Answer is different from the Not Responding routing status. An agent is only moved to Not Responding for ACD-routed conversations after the configured alert timeout, but that routing status is separate from how the Alert No Answer metric is defined.

Based on your tests, if Non-ACD conversations are still generating an Alert but are no longer incrementing Alert No Answer, that does seem different from what the documentation describes. I don't recall seeing an announcement about a change to this behavior, so it may be worth opening a Customer Care case to determine whether this is an intentional product change or an issue with the metric calculation.

I'm also curious if anyone else in the community has observed the same behavior.

I agree the current definition is misleading. Are any of the calls going to voicemail? I have not tested the scenario recently, but I assume the behavior is the same as I noted in this idea. Increment Alert - No Answer metric for | Genesys Cloud Ideas Portal