Did you check your CUCM Call Detail Records (CDR) to see which side is terminating the call? I would start there. What are the details of these calls in the Agent Detail Call and Agent State Detail Reports on CUIC? Is the agent closing their browser to reject the call and force it to RNA/RONA...? The reason codes will show up in the Agent State Detail Report and you can match them up with the call logs if there is something fishy going on.
This looks very suspicious. But, with the data you displayed, there isn't much there to draw any conclusions--just more questions.
If you really want to reduce the RONA equation in the call center, have the agent lines set to "Auto Answer on Headset" (CUCM). This has been the most consistent fix for me. It doesn't fix the human element (I still see agents click on the "X" in the upper right hand corner of their browser, attempting call avoidance), but forces the hand of the system--and the need to dig through system logs for the explanation after-the-fact.
I'd be interested in hearing what other administrators have done to reduce RONA situations....
Let me know if you need any additional ideas to pursue here...
-Sean
