RONA and ServiceLevelRONA

[bruce_sayer]

Hi,

In a CUIC Call Type Report, what it the difference between the columns "CallsRONA" and "ServiceLevelRONA"?

Why would they be difference? CallRONA is always lower than ServiceLevelRONA.

Thanks,

Bruce

[Jameson Gagnepain]

Bruce,

"ServiceLevelRONA" should be a count of calls that redirected on no answer within the Service Level Threshold. It should always be less than or equal to "CallsRONA". "CallsRONA" should never be less than "ServiceLevelRONA", as "CallsRONA" includes "ServiceLevelRONA" in its total.

-Jameson

[bruce_sayer]

Hi Jameson,

Thanks for the reply, in the environment I am looking at callsRONA is always lower than serviceLevelRONA.

From what you have said, that does not make sense......

Bruce

[Jameson Gagnepain]

Bruce,

I forgot this was a Call Type report... I typically don't see any count in CallsRONA within call type reports. From the DB Schema: "This number does not include calls that are rerouted using the router requery feature. This is for calls with a call disposition of 5." Looking at the description of Call Disposition 5, this is only for Aspect CallCenter PIMs.

If you're looking for accurate RONA counts, Skill Group reports are much more valuable for this.

-Jameson