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AACC - Timestamp for Calls ReturnedToQ (Returned to Queue by Agent)

  • 1.  AACC - Timestamp for Calls ReturnedToQ (Returned to Queue by Agent)

    Posted 09-27-2021 02:43 PM
    Edited by Kevin Schmaltz 09-27-2021 02:47 PM
    HI all, I'm looking to get some ideas for our reporting guru, Margo Anderson.  She's asking:

    I am looking for a table in Avaya that will give me the timestamp and reason why a call pegs as ReturnedToQ (Returned to Queue by Agent).

    Avaya documentation shows the following description for pegging:  "A voice call returns to the queue if the agent enters another state (for example, if the agent presses the Not Ready or DN key) while the call is presented.  This statistic pegs when the agent state changes.  A multimedia contact returns to the queue if the agent rejects it using the Reject button."

    The Agent Performance Report shows the total count, but I haven't found any reports to show the timestamp for when the action pegs nor the action that caused it to peg as RTQ by agent.  Not sure if there even is a way, but several agents are saying that they are not pressing the Not Ready or DN key, or the Reject button to cause their ReturnToQ number to show values greater than 0.

    Thanks in advance, 

    Kevin Schmaltz
    IT Unified Communications Engineer
    Ace Hardware Corporation
    Oak Brook IL

  • 2.  RE: AACC - Timestamp for Calls ReturnedToQ (Returned to Queue by Agent)

    Posted 09-28-2021 09:29 AM

    Hi Kevin,

    One thing to also look at is the scripts to see if there are timers in them for each queue. At one place I worked, there were timers all over the place. So for example, if a queue was not answering within 60 seconds, go to the secondary skill and so on. I don't remember if we ever got good reporting on when something occurred other than parsing the Call by Call reports and looking for the specific message, in your case "ReturnedToQ" .

    Kind Regards, 

    Richard Browne
    Sr. Telecommunications Engineer
    Adventist HealthCare
    820 West Diamond Avenue, Suite 600
    Gaithersburg, MD 20878
    Office #: 1-240-826-6465 / 1-240-637-4045