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Clarifying "Alert – No Answer" vs "Not Responding" + how to count agent declines

  • 1.  Clarifying "Alert – No Answer" vs "Not Responding" + how to count agent declines

    Posted 09-04-2025 04:46

    Hi all,

    Quick clarification please:

    1. Does Alert – No Answer also include cases where the agent clicked Decline, or is it strictly a timeout/no answer?

    2. If Declines are not included, is there a built-in metric or view to count Declined interactions per agent (UI or Analytics API)?

    Context: I'm seeing some agents with low "Not Responding" time but higher Alert – No Answer counts and want to understand if those ANAs (Alert – No Answer) might be Declines or withdrawn offers. Thanks!


    #Metrics

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    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
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  • 2.  RE: Clarifying "Alert – No Answer" vs "Not Responding" + how to count agent declines
    Best Answer

    Posted 09-04-2025 07:30

    Hello Phaneendra,

    There isn't currently a way to differentiate between Not responding and Declined but there is an idea Differentiate and Capture when Agent is "Not Responding" and when the agent actively "Declines" an Interaction on the Genesys Cloud Product Ideas portal.

    The Admin response gives information on how they are planning to implement this.



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


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