Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: stevealix on June 28, 2018, 04:13:29 PM

Title: Agent RONA
Post by: stevealix on June 28, 2018, 04:13:29 PM

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.

Title: Re: Agent RONA
Post by: hsujdik 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?

Title: Re: Agent RONA
Post by: stevealix 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.

Title: Re: Agent RONA
Post by: victor 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.