Trying to calculate RONA

Hello,

I am currently using the field in BI - Info Mart call Not Accepted to calculate RONA. However, in one of out departments we use auto answer with all agents. There is a 6 second count down on the screen pop prior to the call being answered.

I’ve noticed that my agents in this department have calls from queues that are showing as not accepted. With auto answer I deemed this not possible. I was wondering if anyone knew if Abandoned while ringing could increment Not Accepted. Are my agents that can’t ignore a call incrementing the Not Accepted because the caller is abandoning while ringing?

Thanks for the help

steve

You can use the Stop Action on Info Mart to determine if Agent or Customer has disconnected the call

1. You can calculate RONA from below stat in Infomart:
   Ans:REDIRECTED
   The total number of times that customer interactions entered queues that belong to this queue group, rang at a
   routing target, and were redirected upon no acceptance/answer by an agent in the same queue.

2. I was wondering if anyone knew if Abandoned while ringing could increment Not Accepted?
   Ans: Abandoned while ringing will increment ABANDONED_INVITE count it will not increment Not Accepted count:
   ABANDONED_INVITE
   The total number of times that customer interactions that were distributed or pulled from this queue were
   abandoned or dropped for any reason while theinteractions were alerting or ringing at an agent.