Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Alert - No Answer

    Posted 01-16-2023 05:49
    No replies, thread closed.
    Hi all

    I hope someone can help & apologise if this is a daft question.

    I was looking for confirmation as to what 'Alert - No Answer' is on the webchat message platform.

    Does it mean the agent is available for a chat, but has declined a new chat that has come through (possibly due to needing to focus on an active chat) & so that customer will be passed to the next available agent?

    I've noticed on the Agent Performance report that we have some agents with occasions logged for this & others who don't. I just wanted to check what effect it has on the customer. To make sure it's not disconnecting chats or abandoning them & putting the customer to the back of the queue. As not all agents have data for this I imagine it's a behavioural thing, so a better understanding around what it means will help with advising managers about coaching opportunities with their agents.

    Many thanks in advance.
    #Reporting/Analytics

    ------------------------------
    Rianna Dwyer
    Ovo Energy Ltd
    ------------------------------


  • 2.  RE: Alert - No Answer

    Posted 01-16-2023 17:17
    No replies, thread closed.
    Yes, Alert - No Answer is any time that an agent is presented with an interaction (a web chat in your case) and does not accept that interaction.  It places the agent in a Not Answering status and passes the conversation to the next available agent.  Yes, there could be a chance that some other interaction gets put ahead of that conversation, but typically, it will be handled in the same order as before it was presented to the first agent.

    ------------------------------
    Robert Wakefield-Carl
    TTEC Digital, LLC dba Avtex
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Alert - No Answer

    Posted 01-17-2023 05:28
    No replies, thread closed.
    Hello Rianna,

    To add more context coming off of Robert's response - the customer would most likely experience a longer wait but it should not disconnect their session nor put them in the back of the queue. The wait factor though, if long enough, might make your customers feel disappointed or impatient and make them end (abandon) their session.

    Apart from agent behavior, I would say the Alerting Timeout value on your Queue Settings and Agent Utilization may play a part as well. If an agent does not answer an offered interaction within the Alerting Timeout duration, it will create that No Answer scenario. The situation might be that in-between working on multiple interactions - which would be dictated by Utilization - an agent might have missed the timeout window leading to the agent seemingly declining an offer. Sudden increase in interaction volumes may also attribute to this, so I would advise to check on your customer activity and look for spikes across intervals.

    ------------------------------
    Nico Feliciano
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: Alert - No Answer

    Posted 01-17-2023 05:55
    No replies, thread closed.

    Thank you Nico & Robert.


    This is really helpful. I'll pass this on so the managers can do some coaching with their agents.



    ------------------------------
    Rianna Dwyer
    Ovo Energy Ltd
    ------------------------------

    Original Message


Related Content