Good morning,
I am looking to create a report about email type interactions, disconnected without any response.
Typically, I noticed that agents have the ability to disconnect an email interaction without responding to it.
Do you have an idea in Performances, which field i could search to know if there was a response or not?
To know if the interaction is over, I just have to look if the end date is entered.
Thanks.
Hello,
Found Something i think !
There is the column "Send Email", if the interaction is finished and the column "send email" is null, the interaction must has been closed whitout any response.
You could designate a specific wrap code such as 'No Response Needed' and filter your report for that wrap code. It would require agent cooperation to make sure your data is complete. I can't think of any other way that would be filterable within Genesys itself.
Hello,
The problem is not "no response needed", it's more a management issue where agent are closing the interaction whitout any response, while a response was needed.
It's not all the agent who are doing this, but some "bad" agent seems doing it if they don't want to "work" really.
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