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  • 1.  Question: Contact Center > Utilization

    Posted 08-01-2023 16:04
    Edited by Nicole Dehn 08-01-2023 16:28
    No replies, thread closed.

    If we check the box for "Block calls when on a non-ACD call (excludes transfers)" and Agent A is on a call, and Agent B transfers an interaction to Agent A, they will receive an Alert. That said, if Agent A does not answer the Transferred interaction, is this included in the metric "Alert-No Answer?"

    I am trying to understand, from the Agent Performance Summary if the metric for "Alert-No Answer" includes other scenarios besides "Not Responding".

    Does anyone have any feedback/situations that encompass or collectively make up this metric?

    Thanks!


    #SystemAdministration

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    Nicki Dehn
    AAA Club Alliance
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  • 2.  RE: Question: Contact Center > Utilization

    Posted 08-19-2023 18:07
    No replies, thread closed.

    The most definitive answer is here: https://help.mypurecloud.com/faqs/what-does-not-responding-mean/

    I believe that what you are describing would still fall into this scenario and would result in the Alert-No-Answer metric.



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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