BCMR Agent No Answer Tracking

[DennisTheMenace]

Does anyone know if there is a way to report/track when an agent does not answer their phone, gets put into aux automatically, and the customer goes back in to the queue?

-Dennis

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Remember - YOU ARE UNIQUE!!!... Just like EVERYONE ELSE! ;o)

 

[DennisTheMenace]

Does anyone at least know what this (unanswered ACD call being redirected back into the Queue when the agent doesn't answer) is called - so I can google it?

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Remember - YOU ARE UNIQUE!!!... Just like EVERYONE ELSE! ;o)

 

[wil19148]

It's called a RONA (Redirect on No Answer) - I am not sure how BCMR will report it.

 

[DennisTheMenace]

Thanks Wil!

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Remember - YOU ARE UNIQUE!!!... Just like EVERYONE ELSE! ;o)