How are polls being determined in queue performance report?

[Yong Reedy]

Based on the snippet of a queue performance report below, we had 14 received calls, 5 serviced calls and 9 unanswered calls. You'll see below one of the agents has 56-polls. How would that happen? Are they dropped calls? (fyi this is a round robin call queue)

 

[SweetAction]

I think that is saying it rang that agent 56 attempts (each attempt be 20 seconds of ringing or whatever you set in the console) and the agent answered it 0 times.

If 2 agents in a group and 1 agent is on a call, the other agent is offered the call. If they don't answered and agent is still in a call, they will be re-offered. Repeat until the call ends - either max time, called got sent to DNA via key press, caller hung up, etc.

 

[Yong Reedy]

wouldn't it roll over to the next agent if the first didn't answer? this would be assuming that 56 calls went unanswered by one agent when there were 9 other agents available...?

 

[SweetAction]

wouldn't it roll over to the next agent if the first didn't answer? this would be assuming that 56 calls went unanswered by one agent when there were 9 other agents available...?

It should, depending on your Q strategy and who is available. lots of reasons a person would be unavailable for a Q call.