Attempts¶
Go to Listings β Attempts (the list is titled Unsuccessful attempts) to see every time an activity was offered to an agent and the agent did not take it. Use it to find out which agents miss or reject activities, in which queues, and how often β for example when customers complain about long waits even though agents were logged in.
An attempt is recorded for an agent each time an activity was offered to them and they did not accept it:
- the agent rejected it,
- it stopped ringing at the agent without being answered (e.g. the queue's Agent ring time ran out and the activity moved to the next agent).
One interaction can produce several attempts β one for every agent who was offered it and did not take it. If it is offered to the same agent again later, that counts as another attempt. Answered offers are not listed here.
Tip
If the queue has Automatic Pause enabled, the agent is also put on the Inactive pause when an attempt is recorded, so the next activity is not offered to someone who is away from their desk. See Pauses.
You only see attempts from the queues and users your rights make visible to you, and only if your access includes the Attempts listing.
Attempt List¶
When you open Attempts , the Time filter will be set to Today by default. If you want to see a different time period, select one of the presets or set up your own.
You can also filter by User and Queue (and their groups). Check the Crossed out eye symbol to view deactivated users and queues. Click Search to apply your filter. You can also use the Advanced filter just above the Search button.
To sort the attempts by a column, click its title. Click it again to reverse the sorting.
| Column | Description |
|---|---|
| Time | When the activity started waiting for an agent. |
| Queue | The queue the activity came from. |
| User | The agent who was offered the activity and did not take it. |
| Title | The activity's title β contact name, phone number or e-mail subject. |
| Contact | The contact associated with the activity. |
Click Export to open the Export dialog where you can download a table with your attempts in .xlsx or .csv format. See Bulk Operations for detailed export instructions.
Attempt Details¶
Click the Eye button in the Actions column to open the attempt details.
Warning
The attempt details will open the Interaction the attempt is part of.
Details according to interaction type:
Next Steps¶
- In the Calls list, the Attempts column shows how many agents a call was offered to before it was answered or abandoned.
- If one agent has many attempts, check their device and their Agent ring time β see Troubleshooting.
- To set how long an activity rings at one agent before moving on, see the queue settings in Queue Basics and your channel's queue page, e.g. Calls β Inbound.