Analyzer Help!

[apeeler]

I’m trying to build a report that accurately reflects how many times an agent declines incoming calls, and I’m running into some challenges with the available reporting fields.

I initially used Agent Trace and added the Call Rejected Count field. However, this only appears to register one rejection per agent per day, regardless of how many times the agent actually declines calls.

I then attempted to use an Agent Activity report to derive a count, but I’m struggling with agent attribution. In the detailed view, the agent associated with the record is not always the one who declined the call—it can reflect the agent who ultimately accepted the call after a prior decline. I also tried incorporating the Second Agent field, but that still doesn’t consistently identify the agent who performed the decline action.

Has anyone successfully built a report that accurately tracks per-agent call declines?

• Is there a specific dataset, field, or report type that reliably captures the declining agent?

• Or is this a known limitation in WXCC reporting?

Any guidance or best practices would be greatly appreciated.

[pescla]

Not quite sure what exactly the issue is.

When i create a new Report, Type "Queue Dataset" (not sure what its called in English), add the Agent Name to the Row Segments and "Count of Call Rejected" to the Profile Variables, i get just that: How many calls each Agent pressed "decline" for a given timeframe

Given that you specified only seeing one rejection in particular, are you sure that in the "Call Rejected Count" field, you actually selected "Count of Call Rejected Count", and not e.g. "Minimum of Call Rejected Count"? im talking if you double click the field when its dragged into your profile variables, if youre unsure. 

[gkovanis]

Hello @apeeler , you can use an Agent Activity Record (AAR) report type and filter on the condition that the profile variable Reason is equal to USER_DECLINED. That's the event that happens when a user rejects/declines the call.

[apeeler]

I've found that if the activty is Consult Error, both agents, the caller and teh Callee show User Declined. Perhaps i could exclude those if i knew what they were.  There is also Con-to-agent-error.