In Agent Performance view there is a column Alert - No Answer and in the Interactions view there is a column Not Responding. 

 The definition of the two metrics is so similar

Not Responding = When you decline or fail to answer an interaction within the Alerting Timeout period

alert - No Answer = The number of times the agent did not answer an offered interaction while On Queue or Interacting.  

Are these the same count but called different columns names in different views?   

it is causing quite a bit of confusion within our supervisory staff

Thanks!

Christine

In Agent Performance view there is a column Alert - No Answer and in the Interactions view there is a column Not Responding. 

 The definition of the two metrics is so similar

Not Responding = When you decline or fail to answer an interaction within the Alerting Timeout period

alert - No Answer = The number of times the agent did not answer an offered interaction while On Queue or Interacting.  

Are these the same count but called different columns names in different views?   

it is causing quite a bit of confusion within our supervisory staff

Thanks!

Christine

Hi Christine,

That's a great point to discuss and I agree with Judith regarding the two types of agent's performance too. 

Now, something to consider beyond the fact that both metrics have the same purpose is that "Alert - No Answer" is an agent reporting metric, while "Not Responding" is a queue reporting metric. When it is said that agent-type and queue-type reports are different by design, it is about how we analyze the information present in the report, despite the fact that it is quite similar data in another type of report.

Here are two links I think may help:

Definitions - https://help.mypurecloud.com/articles/metric-definitions/

Agent vs Queue Reports - https://help.mypurecloud.com/articles/reports-overview/

HTH

All the best,

In Agent Performance view there is a column Alert - No Answer and in the Interactions view there is a column Not Responding. 

 The definition of the two metrics is so similar

Not Responding = When you decline or fail to answer an interaction within the Alerting Timeout period

alert - No Answer = The number of times the agent did not answer an offered interaction while On Queue or Interacting.  

Are these the same count but called different columns names in different views?   

it is causing quite a bit of confusion within our supervisory staff

Thanks!

Christine

Hi Christine,

That's a great point to discuss and I agree with Judith regarding the two types of agent's performance too. 

Now, something to consider beyond the fact that both metrics have the same purpose is that "Alert - No Answer" is an agent reporting metric, while "Not Responding" is a queue reporting metric. When it is said that agent-type and queue-type reports are different by design, it is about how we analyze the information present in the report, despite the fact that it is quite similar data in another type of report.

Here are two links I think may help:

Definitions - https://help.mypurecloud.com/articles/metric-definitions/

Agent vs Queue Reports - https://help.mypurecloud.com/articles/reports-overview/

HTH

All the best,

In Agent Performance view there is a column Alert - No Answer and in the Interactions view there is a column Not Responding. 

 The definition of the two metrics is so similar

Not Responding = When you decline or fail to answer an interaction within the Alerting Timeout period

alert - No Answer = The number of times the agent did not answer an offered interaction while On Queue or Interacting.  

Are these the same count but called different columns names in different views?   

it is causing quite a bit of confusion within our supervisory staff

Thanks!

Christine

There are a couple of tiny differences between the two metrics, and they are very annoying for most of our supervisors:

1. If a customer abandons in queue, while alerting a rep, the rep gets dinged with 'alert no answer' but does NOT go into Not Responding Status
2. If a customer is moved out of the queue due to a callback or other flow-out mechanism while alerting a rep, the same as above happens and the rep gets half-dinged for the behavior but does not go into Not Responding status.

Hi Christine,

That's a great point to discuss and I agree with Judith regarding the two types of agent's performance too. 

Now, something to consider beyond the fact that both metrics have the same purpose is that "Alert - No Answer" is an agent reporting metric, while "Not Responding" is a queue reporting metric. When it is said that agent-type and queue-type reports are different by design, it is about how we analyze the information present in the report, despite the fact that it is quite similar data in another type of report.

Here are two links I think may help:

Definitions - https://help.mypurecloud.com/articles/metric-definitions/

Agent vs Queue Reports - https://help.mypurecloud.com/articles/reports-overview/

HTH

All the best,

In Agent Performance view there is a column Alert - No Answer and in the Interactions view there is a column Not Responding. 

 The definition of the two metrics is so similar

Not Responding = When you decline or fail to answer an interaction within the Alerting Timeout period

alert - No Answer = The number of times the agent did not answer an offered interaction while On Queue or Interacting.  

Are these the same count but called different columns names in different views?   

it is causing quite a bit of confusion within our supervisory staff

Thanks!

Christine

My experience agrees with Brad's for scenario #1:  If a customer abandons in queue, while alerting a rep, the rep gets dinged with 'alert no answer' but does NOT go into Not Responding Status.

Is there an agent report that includes the number of times that an agent is placed in the Not Responding state?  I have been including the
Alert-No Answer number in my metrics, but I would like to exclude those calls that were not answered when the caller abandons before the agent has the opportunity to answer it.  Thanks.

There are a couple of tiny differences between the two metrics, and they are very annoying for most of our supervisors:

1. If a customer abandons in queue, while alerting a rep, the rep gets dinged with 'alert no answer' but does NOT go into Not Responding Status
2. If a customer is moved out of the queue due to a callback or other flow-out mechanism while alerting a rep, the same as above happens and the rep gets half-dinged for the behavior but does not go into Not Responding status.

Hi Christine,

That's a great point to discuss and I agree with Judith regarding the two types of agent's performance too. 

Now, something to consider beyond the fact that both metrics have the same purpose is that "Alert - No Answer" is an agent reporting metric, while "Not Responding" is a queue reporting metric. When it is said that agent-type and queue-type reports are different by design, it is about how we analyze the information present in the report, despite the fact that it is quite similar data in another type of report.

Here are two links I think may help:

Definitions - https://help.mypurecloud.com/articles/metric-definitions/

Agent vs Queue Reports - https://help.mypurecloud.com/articles/reports-overview/

HTH

All the best,

In Agent Performance view there is a column Alert - No Answer and in the Interactions view there is a column Not Responding. 

 The definition of the two metrics is so similar

Not Responding = When you decline or fail to answer an interaction within the Alerting Timeout period

alert - No Answer = The number of times the agent did not answer an offered interaction while On Queue or Interacting.  

Are these the same count but called different columns names in different views?   

it is causing quite a bit of confusion within our supervisory staff

Thanks!

Christine

I wonder if you ever received an answer to this? 
I too think it would be helpful if I could see how many times an agent is put into not responding vs how much time they are not responding
Sometimes someone can have several instances of not responding and is waiting a few seconds before going back on queue vs folks who maybe forget to go off queue 1x during a lunch break, now that have 30 min of not responding but only 1 instance before going back on queue

My experience agrees with Brad's for scenario #1:  If a customer abandons in queue, while alerting a rep, the rep gets dinged with 'alert no answer' but does NOT go into Not Responding Status.

Is there an agent report that includes the number of times that an agent is placed in the Not Responding state?  I have been including the
Alert-No Answer number in my metrics, but I would like to exclude those calls that were not answered when the caller abandons before the agent has the opportunity to answer it.  Thanks.

There are a couple of tiny differences between the two metrics, and they are very annoying for most of our supervisors:

1. If a customer abandons in queue, while alerting a rep, the rep gets dinged with 'alert no answer' but does NOT go into Not Responding Status
2. If a customer is moved out of the queue due to a callback or other flow-out mechanism while alerting a rep, the same as above happens and the rep gets half-dinged for the behavior but does not go into Not Responding status.

Hi Christine,

That's a great point to discuss and I agree with Judith regarding the two types of agent's performance too. 

Now, something to consider beyond the fact that both metrics have the same purpose is that "Alert - No Answer" is an agent reporting metric, while "Not Responding" is a queue reporting metric. When it is said that agent-type and queue-type reports are different by design, it is about how we analyze the information present in the report, despite the fact that it is quite similar data in another type of report.

Here are two links I think may help:

Definitions - https://help.mypurecloud.com/articles/metric-definitions/

Agent vs Queue Reports - https://help.mypurecloud.com/articles/reports-overview/

HTH

All the best,

In Agent Performance view there is a column Alert - No Answer and in the Interactions view there is a column Not Responding. 

 The definition of the two metrics is so similar

Not Responding = When you decline or fail to answer an interaction within the Alerting Timeout period

alert - No Answer = The number of times the agent did not answer an offered interaction while On Queue or Interacting.  

Are these the same count but called different columns names in different views?   

it is causing quite a bit of confusion within our supervisory staff

Thanks!

Christine