Agents are using the WebEx CC App. Many times our agents will receive a call, the option to click answer pops up, but when the agent click the answer button, it will issue a RONA. The audit report shows the call was presented to the agent for the defaulted 18 seconds, but agents are reporting it's much less than that as the only see the pop up to answer for only 5 seconds. If they get close to around 14 seconds, no matter what the case, they are unable to click answer then issued a RONA.
We see many of these cases as well as Maximum Invite Failed errors, which again issues a RONA.
We receive on average 900 calls a day and of those calls we get an average of 30 RONA's.
