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  • 1.  Alert- No answers

    Posted 21 days ago

    I wanted to reach out to understand whether you are experiencing a similar level of Alert – No Answer occurrences within your operations.

    Currently, we handle approximately 3,000–4,500 calls per day, and we are seeing an average of 40–60 Alert – No Answer events daily. These instances include situations where:

    • Agents attempt to answer calls multiple times but are unable to successfully connect
    • Calls appear and then drop unexpectedly
    • Agents do not hear the incoming call alert
    • Calls go unanswered despite the agent being available

    We are trying to determine if this level of occurrence is consistent with what others are experiencing, or if this indicates a broader issue that requires further investigation.

    Any insight you can provide would be greatly appreciated.


    #GeneralQuestion

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    Roxanne Tieman
    Call Center Operation Manager
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  • 2.  RE: Alert- No answers

    Posted 21 days ago

    Hi Roxanne,

    Based on what you described, the overall volume of Alert – No Answer events does not appear excessively high for an environment handling 3,000–4,500 calls daily. However, the specific symptoms you mentioned - agents attempting to answer without connecting, calls disappearing, missing alerts, and unanswered calls while agents are available - are not typically considered normal operational behavior.

    We have seen similar situations associated with intermittent WebRTC, network, browser, or device-related issues. In many cases, factors such as network latency, packet loss, firewall/proxy interference, browser instability, or headset/audio device problems can contribute to these types of Alert – No Answer occurrences.

    Generally recommend reviewing:

    • WebRTC diagnostics and Network Readiness Assessment results
    • Browser/Desktop App versions and stability
    • Firewall/proxy and UDP connectivity configuration
    • Whether the issue is isolated to specific users, locations, or time periods
    • VPN or VDI usage patterns

    While a small percentage of Alert – No Answer events can be expected in high-volume environments, the behavior you described may justify additional investigation to rule out an underlying technical issue.

    Hope this helps.



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    David Betoni
    Principal PS Consultant
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  • 3.  RE: Alert- No answers

    Posted 20 days ago

    Thank you David for your feedback!   I will forward this to out IT department.



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    Roxanne Tieman
    Supervisor, Claims Call Center
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    Original Message


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