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  • 1.  RONA treatment - Default Behavior and Custom Treatment

    Posted 07-12-2021 08:40
    Edited by Richard Lyn 07-14-2021 15:39
    No replies, thread closed.
    Hello,

    Can someone provide more detail on the default RONA treatment in Genesys Cloud? I have searched around the resource center and in the community search but found nothing other than if the agent does not accept the interaction (not responding) it gets place back into the queue. Does that interaction have a higher priority when re-entering the same queue? Is there any configuration options related to RONA? Is it possible to have a custom treatment when it comes to RONA?

    Thank You,
    #Routing(ACD/IVR)

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    Richard Lyn
    IBM Canada
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  • 2.  RE: RONA treatment - Default Behavior and Custom Treatment

    Posted 07-13-2021 21:27
    No replies, thread closed.
    Hey Richard,

    So you're reading this correctly.  Unlike older systems that actually take the caller out of the queue to connect to the agent, in GC the caller's spot is never changed.  To add on to this, if you're not doing auto-answer, then the caller has no audio indication that they are being offered to an agent until the agent actually accepts the call.  In other words a caller could sit in queue for multiple agent no-answers and never even know unlike older systems.

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    Tanner Albus
    Genesys - Employees
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  • 3.  RE: RONA treatment - Default Behavior and Custom Treatment

    Posted 07-14-2021 15:39
    No replies, thread closed.
    Hi Tanner,

    Thanks for providing more detail on the behavior. For the last part of my original post I just want to confirm based on the details you explained is there or not the possibility in GC to have a custom treatment for RONA?

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    Richard Lyn
    IBM Canada
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    Original Message


  • 4.  RE: RONA treatment - Default Behavior and Custom Treatment

    Posted 07-14-2021 16:05
    No replies, thread closed.

    Correct, there is no RONA treatment.  We still have the metric if an agent doesn't answer but we don't punish the caller any longer if that makes sense.  No more changes in their line or getting false hope they're about to connect to someone.




    Original Message


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