Hello all,
This asked before, but there were no responses.
Would ringtime include RONA calls for an agent? Or would that ringtime be discarded since the agent never answered?
I am looking at an agent interval report we modified to include RONA and ringtime. The agent answered one call and had one RONA call during one half-hour interval. The ringtime is 10 seconds, but the RONA is set to 4 rings on the hunt. I suspect that it is not keeping the ringtime for RONA calls on the agent level, but maybe on the skill level.
Your insight into this is greatly appreciated!
This asked before, but there were no responses.
Would ringtime include RONA calls for an agent? Or would that ringtime be discarded since the agent never answered?
I am looking at an agent interval report we modified to include RONA and ringtime. The agent answered one call and had one RONA call during one half-hour interval. The ringtime is 10 seconds, but the RONA is set to 4 rings on the hunt. I suspect that it is not keeping the ringtime for RONA calls on the agent level, but maybe on the skill level.
Your insight into this is greatly appreciated!
