Is there a function to transfer to another operator if the operator doesn't respond for a certain period of time.
（On AVAYA, this function is called RONA)
I want to know this function detail.
Is it possible to set the transfer destination for each branch?
How to set the certaion period of time?
Is it possible to count the following?
The number of transfers for each branch.
The number of abandoned and responded cases after transfer to another operator.
The number of transfers ageain after transfer to another operator.
If you're not using Forced Answer and an alerted agent doesn't respond within a set period of time (configured in the Queue settings) it triggers a Not Responding metric for them and the call returns to queue to be presented to another available agent and the Not Responding agent is removed from being active.
The tNotResponding metric can be used to tell how often a specific agent was not responding, or how often a specific queue is seeing Not Respondings occur.
You would have to manually correlate your tNotResponding events to abandons using conversation detail and count the number of times tNotResponding occurs within a single Conversation from the detail or the aggregates.
I understand that I need to associate first abandon event and next nNotResponding event.
Is there anything unique key which I can get by JAVA API to associate both events at a later date?
I want to get get data and associate both event and analyze.
According to the URL that you gave me, it states that it must be manually assigned if agent doesn't respond.Is it possible to automatically queue to a predetermined skill or operator?
I believe that is inaccurate - The call does not have to be manually assigned, the agent who is not responding must manually mark themselves available again to receive any future calls. The call they rejected goes back into queue and receives standard in-queue treatment looking for the next available rep. We have a small team that uses that feature and I know they don't have someone there to manually catch and assign the missed the calls.
Conversation detail is effectively a tree, so all metrics would be under the same ConversationId and by it's nature tAbandon would generally be the last metric associated with the conversation. Nothing will tie to the abandon to the agent directly though, their nNotResponding would peg to their participant and the tAbandon would peg to the customer participant.
As far as I know there is no "easy" way to do it. Like most reporting from this system you're on your own figuring out what works best for the resources you have. You could traverse the classes via the Java API to create your matches. You could probably narrow down your search by only looking for conversations that ended with an abandon disconnect Type to see if there was an nNotResponding involved but I don't think you can combine filters for this one because the pieces you are looking for occur in different participants.