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  • 1.  Alert No Answer reporting of transferred ACD calls.

    Posted 11-21-2024 09:19
    No replies, thread closed.

    Hey all, 

    When an ACD call is transferred to an agent through their DID and goes to voicemail, that call counts as an Alert No Answer. We also tested this in "offline" status and it still rang and went to voicemail; this also counted as an Alert No Answer. The only status we found that directly took them to their voicemail and did not count as Alert No Answer was Out of Office. Why would offline status count as an Alert No Answer?   

    This metric is used as a performance metric for certain users in our company; would we be able to adjust on our end what constitutes as Alert No Answer? For our specific case, not count on offline status? 

    Thank you and appreciate your insights! 


    #Reporting/Analytics

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    Jairus Pecson
    AAA Club Alliance Inc.
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  • 2.  RE: Alert No Answer reporting of transferred ACD calls.
    Best Answer

    Posted 11-21-2024 12:17
    No replies, thread closed.

    Hi Jairus,

    I would raise a case with customer care to clarify the expected behavior on this. I would provide example interaction IDs so they can check why the tNotResponding metric is incrementing against offline agents and not against Out of Office agents.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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