Hi @George Ganahl

This still still a gap on the platform? not able to find calls that went RONA? 

Hi Vincent,

There are a few parts to this.

Genesys Cloud does not have the same concept of RONA that other platforms have. An interaction that "RONAs" effectively is an "Alert - No Answer", the interaction and does not increase the Offered count as the interaction does not leave and re-enter the queue.

The Interactions Performance view includes Users - Interacted and Users - Alerted which gives the staff involved but if one user was alerted twice and interacted they would show in both.

There is a count of alert segments in Interactions along with Users - Not Responding which would apply if the alert timer were reached.

You can also see counts of Alert - No Answer in Agent Performance views as well as a gamification metric of % Answered which would enable you to identify users with an issue or repeat offenders.

Hi @George Ganahl

This still still a gap on the platform? not able to find calls that went RONA? 

Hi Richard,

Thank you for providing information, we have setup all agents to be auto-answer; would this still be applicable?

Hi Vincent,

There are a few parts to this.

Genesys Cloud does not have the same concept of RONA that other platforms have. An interaction that "RONAs" effectively is an "Alert - No Answer", the interaction and does not increase the Offered count as the interaction does not leave and re-enter the queue.

The Interactions Performance view includes Users - Interacted and Users - Alerted which gives the staff involved but if one user was alerted twice and interacted they would show in both.

There is a count of alert segments in Interactions along with Users - Not Responding which would apply if the alert timer were reached.

You can also see counts of Alert - No Answer in Agent Performance views as well as a gamification metric of % Answered which would enable you to identify users with an issue or repeat offenders.

Hi @George Ganahl

This still still a gap on the platform? not able to find calls that went RONA? 

Hi Vincent 

You should only then see this if there is an error such as a WebRTC failure or if you are not using auto answer on digital.

Hi Richard,

Thank you for providing information, we have setup all agents to be auto-answer; would this still be applicable?

Hi Vincent,

There are a few parts to this.

Genesys Cloud does not have the same concept of RONA that other platforms have. An interaction that "RONAs" effectively is an "Alert - No Answer", the interaction and does not increase the Offered count as the interaction does not leave and re-enter the queue.

The Interactions Performance view includes Users - Interacted and Users - Alerted which gives the staff involved but if one user was alerted twice and interacted they would show in both.

There is a count of alert segments in Interactions along with Users - Not Responding which would apply if the alert timer were reached.

You can also see counts of Alert - No Answer in Agent Performance views as well as a gamification metric of % Answered which would enable you to identify users with an issue or repeat offenders.

Hi @George Ganahl

This still still a gap on the platform? not able to find calls that went RONA?