RONA Advice Needed

[IMcLean]

I recently inherited management of a pretty large contact center in the US. I have been supporting the Avaya system for a while now with support of a vendor who does all the heavy lifting. I am working on cleaning up about a decade of poor programming via migrations between systems and mergers of other systems into ours.

I am starting from the ground up by auditing the skills and base operations of the center. I am creating a standard template, well a few anyway, for my couple hundred skills.

One thing that I am currently struggling with is RONA. I understand what it is and how it works. In our center we use a RONA VDN to re-queue as high priority while maintaining our vector programming including announcements.

I have agents across the globe in both physical offices and using Avaya One-X Agent
How many rings to RONA do you suggest? My skills currently range from 3 to 9, most at 3. The large majority of agents don't have an issue with RONA but I have many that do. I am working on the behavioral aspect but also want to make sure I set them up for success with the programming. I have noticed that the One-X agents tend to be a little worse than the office agents. I'm thinking that standardizing on 4 rings should be plenty of time even if the remote agents miss the first ring.


TL;DR: How many rings do you allow for RONA and does it matter if you have a mix of office and remote agents?

 

[smokinjoe2938]

If a call center is answering the calls in a timely manner than rona would not be an issue so with that said it's a management call, I would go with 4 to 5 rings. If call is presented to an agent and they do not answer I believe it will throw the active agent who missed the call into an aux state, so it's a management decision.

 

[4merAvaya]

For Agents that use IP Agent/One-X Agent in Telecommuter mode, you have to figure network call setup time into the RONA setting. Depending on the type of PSTN facilities involved, analog vs. ISDN-PRI, the caller could hear 2 rings before the call is actually delivered to the Agent.

Kevin

 

[smokinjoe2938]

good point kevin

 

[IMcLean]

Thank you both. To Kevin's point I'm looking to account for that.

I read today that in North America the length of a ring is 2 seconds ringing and 4 seconds silence for a total of 6 seconds per cycle. In some anecdotal testing I have found that it's closer to a combined 5 seconds but that could just be my bad skills with a stop watch.

I currently have skills ranging from 2 to as high as 9 rings to RONA and am pulling data together that the higher rona thresholds likely result in higher abandonment rates... that's a LONG time to sit there ringing. I have also seen that my remote agents tend to have somewhat elevated RONA rates and teams with more remotes have higher RONA rates as well. I've launched an internal discussion on the topic but my current suggestion is to go with 4 rings, we'll already have missed our Service Level target, to support our remote agents, avoid quick RONA's and reduce the likelihood of abandoned calls due to long ring times.

I am working on setting up all my skills to return RONA's to a unique VDN that requeues the call at a high priority. Using a unique VDN to retain all the vector programming / announcements etc rather than letting the customer sit there in silence / ringing.

Other feedback / comments are appreciated. Thank you again for the help!