Under Agent Performance, you can show the Agent No Answer column to show the number of calls the agent didn't answer - either ignored with a button press or just letting it go. Combine that with Max Alert - No Answer should give you an idea since the ones they ignore should equal the timeout set for the queue.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 05-07-2024 03:51
From: Ruud Waermoes
Subject: Alert - Not Responding or Rejected calls
Hello everyone,
We're looking to track whether agents are either not responding to specific calls or actively rejecting them.
Is there a metric or dashboard available that provides insights into this?
Alternatively, can we consolidate various metrics to gain visibility on this issue?
#Reporting/Analytics
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Ruud Waermoes
AG Insurance
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