Help improve AWS Support Official channel in re:Post and share your experience - complete a quick three-question survey to earn a re:Post badge!
Sudden increase in "Agent Non-Response" Metric for a specific Agent
Hi there,
I've encountered an unusual spike in the "agent non-response" metric for a new agent. Typically, our agents have around 2 to 4 non-response calls. However, this new agent recorded 48 non-response calls yesterday, and I'm struggling to understand the cause.
According to the knowledge base, "agent non-response" occurs in one of two scenarios:
Given that all agents on this routing profile have auto-accept enabled, we shouldn't have any non-response calls related to the first scenario. As for the second scenario, this agent was in "away" status for most of their schedule, which should have placed them in an unavailable status for calls.
I noticed there is a new metric called "Agent non-response without customer abandons", which shows 47 for this agent, indicating that we did not lose 48 customer calls. However, I'm still figuring out the reason for such a high number and would like to understand what could be causing this.
Thanks, Lautaro
- Newest
- Most votes
- Most comments
I will start by challenging your statement that says: "Given that all agents on this routing profile have auto-accept enabled ..". The auto-accept is a user setting, not a profile setting. I recommend you start by checking that agent user settings to see if the auto-answer is not somehow unchecked, allowing them to not take calls, if they chose not to. There is a high probability that this is the case, specifically because you see that Agent non-response without customer abandons is high for this agent. If they are new, maybe they need some temporary monitoring to see what exactly is going on. While you are checking the user configuration for the agent, verify if their phone is set to desk phone mode. Re-routing calls may also result in missed calls when establishing the second call plus answer takes longer than 20 seconds. Other potential checks: the ACW time set to 1 second. Maybe the agent requires more time to complete the post call work, and the new calls come in while they are still working on the previous call. I recommend you check that specific agent configuration and behavior to find your answer.
Relevant content
- asked 2 months ago
