I have the following situation, with a RNA call, the phone will ring 6 times and if not answered, display as a RNA on the phone and placed back into the queue. In the case of a missed call, the call will not go back into the queue. Also, the RNA is originated from the CSQ’s, whereas a missed call is directly to an agent’s extension. Thus, I am assuming that a RNA and a missed call is not one and the same thing, therefore not to be counted together.
