Answer Rate Calculation

1

Hello Team,

I am looking to manually calculate Answer Rate for a group of associates in our organization. This metric is not available at the agent level, so I am trying to calculate this manually via data from the developer tool. From conversations with the Genesys Care team, to calculate this the formula would be:
Answer Rate= (Answered/Answered + Alert-No Answer)%
I'm not able to locate the alert-no answer metric in the developer center, so I have two questions.

  1. Is that answer rate formulate correct for what I am attempting to calculate?
  2. If yes, how would we extract Alert-No Answer metric so I can create a formula to get this percentage?

Thank you,

Matt A.

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