Does the Events Bridge export include PII?
If conversation events contain the customer’s phone number (ANI), streaming that data to AWS EventBridge means the PII is now stored in AWS CloudWatch Logs. Under our SOC2 controls, we must encrypt those logs and restrict access via IAM policies.
We configured RONA for our WFM team, but the ‘Not Responding’ timeout seems random.
Sometimes the call rings for 8 seconds before RONA fires, sometimes it is 25 seconds. I thought we set it to 15 seconds. Is there a bug, or does the timeout vary based on media type?
The RONA timeout IS different per media type, and this is by design.
Voice calls use the alerting timeout configured on the queue (default 8 seconds). Chat interactions use a separate timeout (default 45 seconds) because agents may need time to finish typing before accepting. Email has no RONA timeout - it stays in the agent’s inbox indefinitely.
Check Admin > Contact Center > Queue > Alerting for each media type’s configuration.