Why do the missed ring attempts on the agent performance report not reflect properly on the call reports? Has anyone else noticed this? For example one user on the performance report shows 3 missed ring attempts but then when i go to the call reports and look for the calls with disposition of No Answer from User, the # do not match. Or are they not the same thing?
Hi tbarlo
Welcome to the Community.
Is it possible that a call was missed by the agent but answered by another?
'No Answer from User (user alerted)' indicates that the called party has been alerted but did not respond within a prescribed period of time. While a missed ring attempt occurs when an agent receives a call from queue which is not answered (typically ignored or declined) before the defined Connect Timeout. A ring attempt does not count as missed in a Ring All strategy if another agent answers a call on the same dispatch.
