We are noticing agent behaviour increasing the amount of failed calls.
Agent closes Converse CX rather than logging out. The system cant push the call though as nowhere for it to go to.
The agent appears logged in on dashboards and “hides” in a ready state but never gets a call.
Customer is not impacted adversely as it goes to next available.
Is there a report that actually shows how many “fails” are sent to agent by agent name? If not can it be built.
Thanks
Hi @JOConnor the best report would be the Agent Summary report. You can check out the information on this here: https://docs.netcall.com/docs/liberty-converse-cx/latest/welcome/monitoring-reporting/reports1/agent-summary
But a quick summary for you
| Answered | Number of calls answered (expressed as a percentage of the total amount of calls presented)
| No Answer | Number of times calls presented while the agent was in a ready state were not answered after the allotted ring length (expressed as a percentage of the total amount of calls presented) |
| Busy | Number of times calls presented while the agent was in a ready state but the telephone (handset) was in a busy/engaged/off-hook state (expressed as a percentage of the total amount of calls presented) |
| Failed | Number of times calls presented while the agent was in a ready state were not answered after the allotted ring length due to a technical failure to present the call (expressed as a percentage of the total amount of calls presented) |
| Rejected | Number of times calls presented while the agent was in a ready state were not answered after the allotted ring length and were instead rejected by the agent by either enabling a busy code or logging out while the interaction was alerting (expressed as a percentage of the total amount of calls presented) |
| Abandoned | Number of times calls presented were not answered due to the above four reasons and ended in the caller abandoning the call (expressed as a percentage of the total amount of calls presented) |
Hope this helps.
Kind Regards.
Jonathan