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  • 1.  Alert - Not Responding or Rejected calls

    Posted 05-07-2024 03:51
    No replies, thread closed.

    Hello everyone,

    We're looking to track whether agents are either not responding to specific calls or actively rejecting them.
    Is there a metric or dashboard available that provides insights into this?
    Alternatively, can we consolidate various metrics to gain visibility on this issue?


    #Reporting/Analytics

    ------------------------------
    Ruud Waermoes
    AG Insurance
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  • 2.  RE: Alert - Not Responding or Rejected calls
    Best Answer

    Posted 05-10-2024 23:47
    No replies, thread closed.

    Under Agent Performance, you can show the Agent No Answer column to show the number of calls the agent didn't answer - either ignored with a button press or just letting it go.  Combine that with Max Alert - No Answer should give you an idea since the ones they ignore should equal the timeout set for the queue.  

         



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Alert - Not Responding or Rejected calls

    Posted 07-05-2024 12:05
    No replies, thread closed.

    To add to Robert's workaround there is a feature enhancement that I would recommend voting on and adding your use case to on the Genesys Cloud Product Ideas Lab: Differentiate and Capture when Agent is "Not Responding" and when the agent actively "Declines" an Interaction



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


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