Cisco Cisco Agent Desktop 10.0 User Guide
Cisco Agent Desktop User Guide
62
June 2007
Reason Codes
Agent Desktop can be configured by the system administrator so that you are required
to enter reason codes.
to enter reason codes.
Reason codes describe why you have transitioned to the Not Ready or Logout agent
state. These codes are set up by your system administrator and are customized for
your contact center.
state. These codes are set up by your system administrator and are customized for
your contact center.
Whenever you initiate a transition to the Not Ready or Logout state, or such a
transition is included in a work flow, a popup dialog box appears (see
transition is included in a work flow, a popup dialog box appears (see
). You
must select the appropriate code from that dialog box and click OK in order to make
the transition.
the transition.
You can sort the reason codes by number or description by clicking the appropriate
column header.
column header.
There are several situations in which you will not see the Reason Code dialog box:
■
Your supervisor initiates the transition (a reason code indicating that the
supervisor forced the agent state change is automatically selected)
supervisor forced the agent state change is automatically selected)
■
The agent state change is part of a work flow in which automated reason
codes are enabled
codes are enabled
Figure 26.
Reason Code dialog box