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Redirected on No Answer (RONA)

Redirected on No Answer (RONA) is the number of split/skill and direct agent ACD calls that rang at this agent's telephone and then were automatically redirected by the Redirection on No Answer feature because they were not answered.

The RONA section of the Time of Day Analysis dossier helps you understand the average number of such calls on all occurrences of a day of week during the selected Hour range. This section will help you understand if the contact center is frequently understaffed during high call volume intervals or if the number of RONA calls was due to an unexpected spike in call volumes.

The Avg RONA metric for a specific hour of all occurrences of a weekday in the selected Week range is displayed in the form of a horizontal bar graph and color-coded based on the average number of RONA calls.

Note: Grouping data for color-coding is based on the overall volume of data and may be different from the above screen shot.

You can view the values of Avg RONA and all other metrics by hovering over the bar graph.