Hey Marc,
While I don't think there is a report spe4sifically built for that, there are a number of ways that we look into this in our CC.
#1 we run the agent activity summary report, there is a not responding section, and this will give you a total time spend "not responding" as well as a percentage of their logged in time they were on this. - A good indicator as ultimately this should be 0% 0 <g class="gr_ gr_402 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar multiReplace" id="402" data-gr-id="402">time</g> in this status. This is agent based.
#2 We use <g class="gr_ gr_509 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace" id="509" data-gr-id="509">pureinsights</g> to find calls that have an alert time over <g class="gr_ gr_1039 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar only-ins replaceWithoutSep" id="1039" data-gr-id="1039">30s</g> (As this is the time when it will go to another agent based on them not answering) - You can easily work out how many times it's been bounced from the alert time. (You can also see this in the interaction view but in my opinion easier to pull the lot.)
Now, it's not ideal to pull these things, so the not-responding metric is a KPI for my agents and if it's over 1.5% of their day they are audited and are required to bring it under 1% <g class="gr_ gr_1501 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling only-del replaceWithoutSep" id="1501" data-gr-id="1501">etc etc</g>.
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Lawrence Drayton
OVO Mobile (My Mobile Data)
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