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Is this the same metric?  Is there a difference between a Alert No Answer and a Not Responding call?

Hi Lynn,

The post is marked as Outbound, hence the answers. 

No-answer Timeout - configured on the Campaign level (for all dialing modes except Preview).  It determines how long a call to a customer is in a ringing state before the system automatically disconnects it. 

Alerting Timeout is a parameter set on the Queue level and represents the number of seconds for an alert to display to the agent (agent configured as non auto-answer) before timing out. When this timeout is reached, the system set the agent as "Not Responding". 

Here is a very good article about metrics: https://developer.genesys.cloud/analyticsdatamanagement/analytics/metrics

Is this the same metric?  Is there a difference between a Alert No Answer and a Not Responding call?

Thank you Tatjana.  I most have chosen the wrong 'Topic'.  I am referring to Inbound calls that are marked as Not Responding or Alert No Answer at the agent level.  I am not sure of the difference.  As far as Outbound, do you know if there is a metric for Outbound Average Talk Time by Agent and by Phone queue? 

Hi Lynn,

The post is marked as Outbound, hence the answers. 

No-answer Timeout - configured on the Campaign level (for all dialing modes except Preview).  It determines how long a call to a customer is in a ringing state before the system automatically disconnects it. 

Alerting Timeout is a parameter set on the Queue level and represents the number of seconds for an alert to display to the agent (agent configured as non auto-answer) before timing out. When this timeout is reached, the system set the agent as "Not Responding". 

Here is a very good article about metrics: https://developer.genesys.cloud/analyticsdatamanagement/analytics/metrics

Is this the same metric?  Is there a difference between a Alert No Answer and a Not Responding call?

Hi Lynn!

On the Agent Performance Views:

• Alert-No Answer is the number of conversations that ring through to an agents and they do not answer.  It is a metric number of alert segments, not time nor the number of interactions not answered.
  For example, a conversation rings through to an agent, they do not answer, that =1 Alert-No Answer. 
  If that same conversation rings back to them (maybe they're the only one on queue!), and they don't answer a second time, we're now up to 2 Alert-No Answer even though it was the same conversation. 
• If you're looking for the time (total time spend ringing to an agent where an agent didn't answer) consider the Total Alert-No Answer.

On Agent Status View: 

• Not Responding is  a time metric: total amount of time an agent spends in the not responding state (on queue but not eligible to receive interactions from the queue).  It is specifically located on the Agent Status View, not the agent performance. 
  
  • Not responding is the result of an agent missing/declining and interaction from queue.

For your final question: "is there a metric for outbound average talk time by agent and by phone queue" you can try filtering either the Agent Performance View (for agents) or the Queue Performance View (for queues) to Outbound only in the top right-hand corner by deselecting "inbound".  Once you've filtered to just outbound, you should continue to see the Avg Talk time which is a default metric on both views; it is now showing strictly avg talk for outbound conversations.  With this, it is worth noting that the Agent performance view also displays non-acd conversations (non-queue), so the avg talk is looking at queue/non-queue outbound conversations. 

Thank you Tatjana.  I most have chosen the wrong 'Topic'.  I am referring to Inbound calls that are marked as Not Responding or Alert No Answer at the agent level.  I am not sure of the difference.  As far as Outbound, do you know if there is a metric for Outbound Average Talk Time by Agent and by Phone queue? 

Hi Lynn,

The post is marked as Outbound, hence the answers. 

No-answer Timeout - configured on the Campaign level (for all dialing modes except Preview).  It determines how long a call to a customer is in a ringing state before the system automatically disconnects it. 

Alerting Timeout is a parameter set on the Queue level and represents the number of seconds for an alert to display to the agent (agent configured as non auto-answer) before timing out. When this timeout is reached, the system set the agent as "Not Responding". 

Here is a very good article about metrics: https://developer.genesys.cloud/analyticsdatamanagement/analytics/metrics

Is this the same metric?  Is there a difference between a Alert No Answer and a Not Responding call?