Hello,
We currently have a very high number of not responding interaction in our organization that we are diving into to try and find the cause. We are a fully remote organization, but we don't believe it is all compounded by network issues. A significant portion of our interactions placing users into Not Responding are chat agents, which Genesys does not support Auto Answer for which leads us to believe they are declining chats which is interaction avoidance. Unfortunately we are not aware of a way to prove this.
We have multiple tickets open with the help team, but the most they can say is "It could have been on purpose or a network issue" which gets us absolutely nowhere. Does anyone else in the community have any way they differentiate between users going into not responding because of a technical issue vs declining an interaction?
#QualityManagement------------------------------
Aaron Buckley
Breezeline
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