Genesys Cloud - Main

Hello Team, 

I would like from someone to shed light on what I might be missing here, when I'm looking at an interaction screen, I want to know the correct definition of the Alert & Alert: no response. 


Take this example above, The call was served to the 1st agent and then passed to the other.

Is the agent doing a manipulation from their end to block or skip the call, or are there other factors that may cause the same end result which is flagged as an alert: no response and then passing the interaction to another agent.

Secondly, what's the difference between Alert, and Alert: no response ? Because their numbers are not coherent. (See example below)

#Reporting/Analytics

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Anass Kayouty
Uber
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From what we have seen,  Alert is that the agent is alerted there is an incoming interaction (to them).   If they do not answer,  they would also have an alert no answer.  

If you go into the queue activity,  there are a lot of different columns for all the different stats and it makes a lot more sense than looking at it through the interactions.   Or at least we find it does.

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[Erin] [Neufeld]
[Business Systems Analyst]
[Kal Tire]
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For Alert versus Alert -  No Answer:
Alert: The number of times agents receive an alert for interactions. 
Alert - No Answer: The number of times the agent received an alert and was offered an interaction while On Queue or Interacting but did not answer it. PureCloud then sends the interaction back to the queue for another agent to answer.  

Usually an agent gets Alert - No Answer when they either decline the call or do not accept the call before the alerting timeout set for the queue expires. Then the agent is put in the Not Responding status and does not receive any new interactions until they make themselves eligible for interactions again. You can check the Agents Status Summary Detail view for more information about a particular agent's status including, Not Responding. 

Tips when you need to know more about metric or column definitions  on a view:
For most of the metrics on analytics views and reports, you can find definitions on the Metrics definitions page in the Resource Center. You can also find all of the metric definitions for a particular view or report on its specific page in the Resource Center, for example, the Agents Performance Summary view page has the definitions for Alert and Alert - No answer.  
If you're in PureCloud and need some help with a particular view, just click the ? in the bottom left corner. The Resource Center help page for that view, including its metric column definitions, opens so you don't even need to search for it.

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Jordan Robinson-Rucker
PureCloud Technical Writer
Genesys - Employees
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