Report on Agent no answer

[pbxer]

Hello:

In our Avaya switch we have call flows set up so that when a call is presented to an agent the agents phone will ring 3 times and if there is no answer the call will be redirected back to the main vector waiting to be answered by the next agent. I found out from a collegue that there is a "no answer" button you can assign to a supervisor phone so they can see the most recent "return on no answer" call, but I wanted to know if there is a report in CMS that will give "Return on no answer" statistics for each agent on a daily or weekly basis.

Thank you

 

[SF0751]

You can customize the CMS report(s) that you want (split/skill and/or agent; real-time and/or historical) and add the data item NOANSREDIR to the appropriate report(s) to view the information you're looking for. You can also add Ringing call automatically redirected from agent as a real-time agent exception in CMS.

Susan
[sub]You have all the characteristics of a popular politician: a horrible voice, bad breeding, and a vulgar manner.[/sub]
[sup]Aristophanes, 424 B.C.[/sup]
[sup]Lex clavatoris designati rescindenda est.

 

[dmoore7648]

You can add the button "noans-alrt" to the managers phone and it will light up whenever there is a RONA (Redirect On No Answer). If you press the button it will then display the agent who RONA'd the call.

You can only have one "noans-alrt" per hunt group.

 

[dmoore7648]

Doh, I guess I should actually read the entire thread... hehe