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Offline stevealix

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Agent RONA
« on: June 28, 2018, 04:13:29 PM »
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What report attributes can I look for at the agent level that will allow me to calculate Agent RONA.  I know redirected at the Q level works there. Not Accepted won't work as our agents receive direct dials. I want to find Q RONA at the agent level. Been looking all over GI2 8.1.4.

Thanks for the help in advance.
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Offline hsujdik

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Re: Agent RONA
« Reply #1 on: June 28, 2018, 11:13:18 PM »
Could that be calculated as the difference between Invited and Answered metrics? Would it make sense for your business?
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Offline stevealix

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Re: Agent RONA
« Reply #2 on: June 29, 2018, 12:36:14 PM »
I can try that.
In my business we have agents staffing queues and also taking direct dials. Some of these metrics are tough to work through.
Thank you for the suggestion.
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Offline victor

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Re: Agent RONA
« Reply #3 on: July 03, 2018, 03:08:11 AM »
If you are using routing, the way we have done it is by adding the attach data to the call when routing to the agent and then softphone updating it.

Also, we route the call to a RONA queue, and since you have agent in attach data, the reports are pretty much a breeze.
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