RONA for Chat Interactions

Architect & Flows
1

Hello All,

How we do RONA for chat interactions? Is it same way we doing it for voice calls i.e. loading RONA strategy on station and invoked it on ringing. I was going thru the URS Reference Manual 7.6, but didn’t find anything.

Thank you

1 Like
2

Hi,

RONA for multimedia (incl. chat) interactions is supported by Interaction Server. If an agent doesn’t accept offered interaction within specified time (option “delivering-timeout” in Interaction Server Options) the interaction is returned back to Interaction Queue from which it was taken by URS.

R.