Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: stevealix on August 10, 2017, 08:42:14 PM

Title: RONA in InfoMart
Post by: stevealix on August 10, 2017, 08:42:14 PM: What statistic, report, field might I be able to locate that is the RE-Route/REdirect on no answer in Infomart. Long Story short. I have agents in departments that use the RONA as a tool.... I need to get the figures so that I can explain the poor service of the RONA. I am unable to locate an out of box report in Infomart GI2 that shows me agents and calls RONA.

Thanks
Title: Re: RONA in InfoMart
Post by: Tambo on August 11, 2017, 07:56:28 AM: you'll find that in the AG2_AGENT_DAY table

you have columns for OFFERED, ACCEPTED, NOTACCEPTED as counts,
Title: Re: RONA in InfoMart
Post by: stevealix on August 11, 2017, 01:33:04 PM: Thank you. I found them in DB. Very helpful.
Title: Re: RONA in InfoMart
Post by: Gaia on October 03, 2019, 09:36:13 AM: Hello,

I tested these two statistics below for non voice interactions and I found they are the same

CX Insight/GCXI/Agent/Activity

--Rejected
Total number of times that customer interactions alerted and were not accepted (by this Agent, Agent Group, or Agent and Queue,
depending on the relevant GCXI Project attributes for this metric).

--Not Accepted
Number of times that interactions were not accepted
(by this Agent, Agent Group, or Agent and Queue, depending on the relevant GCXI Project attributes for this metric).

Genesys support told me that Not Accepted is redirect on no answer

I cannot distinguish Redirect on no answer from rejected interactions ?

Any clues ?

Br,
Title: Re: RONA in InfoMart
Post by: cavagnaro on October 03, 2019, 12:10:50 PM: Should be as Rejected is when agent press the Reject button at WDE, manual action involved.
Not Accepted is due the timeout at WDE for the offered interaction, automatic action triggered.

Your RONA is for Voice of non-voice interactions? This is intended for non-voice interactions.

Regards