“RONA” is an “Away” state set by Stratus Agent if you do not answer a service task in time or pressed the ignore button to decline the call or callback task.
In RONA state you will no longer receive service tasks from Stratus Agent.
Reset RONA State
To reset “RONA”, simply switch use the Agent Assistant Pop-Up.
Depending on the configuration RONA might also set your presence state in the messenger. Make sure to check to be "available" for further tasks.
A supervisor can see and reset the RONA state for you via the Frontend.