Take a look at the Agent Performance View -
https://help.mypurecloud.com/articles/new-agents-performance-summary-view/. Does this give you what you need?
| Alert – No Answer |
The number of times the agent did not answer an offered interaction while On Queue or Interacting. While Not Responding, the agent does not receive new interactions, but the agent could still be handling and completing other previous interactions.
|
| Total Alert – No Answer |
The total number of seconds PureCloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.
|
| Alert |
The number of times agents receive an alert for interactions.
|
| Total Alert |
The total time PureCloud alerts agents before the agent accepts or declines an interaction.
|
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Darlene Oordt
Sr Director, Product Management
Genesys - Employees
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Original Message:
Sent: 05-13-2020 14:21
From: Spencer Mangelson
Subject: View # of missed calls
Is there any way of viewing the number of calls that an agent misses and goes into Not Responding? We're seeing the total time spent in not responding, but not how many times it happens.
#Reporting/Analytics
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Spencer Mangelson
Ensign Services, Inc.
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