IGNORE CALL BUTTON

Hello Martin, welcome to the RingCX Community!

There is not any reporting that will tell you if an RNA was a result of the agent specifically rejecting the call via the ignore button. However there is a way to remove the ability for them to do so. Within the RCX Admin UI, navigate to the Users tab > Agent Roles. From here search and select the agent role you would like to modify. You can type in “auto” into the search field within the agent role to find the “Auto answer on by default” permissions. With this enabled, the agents will no longer be presented an option to accept or reject an incoming call, instead the call will be connected to them automatically so long as they are in an available state. 

Please note if you enable the “Auto answer management” permission for the role, this will give the agents the ability to turn auto answer off or on upon logging into their session. If you want to have auto answer enabled, and lock down the ability for agents to disable this, I recommend leaving auto answer management off, and enabling auto answer by default. 

 

Please let me know if you have any further questions on this topic, thank you! 
 

Hi ​@MartinP , can you share more details around your use case? How are your agents set up and what are you trying to address? Austin had a great explanation on how RCX treats RNA and generally it doesn’t matter which way the agent missed the call by ignoring, rejecting or not taking it and dropping by timeout - either way if the agent is in available state they are expected to accept a customer interaction.

Thanks