Cisco Cisco Agent Desktop 10.0 User Guide
Reason Codes
Agent Desktop can be configured by the administrator so that you are required 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 administrator and are customized for your contact center.
are set up by your 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. You must select the one appropriate code from that dialog box and
click OK in order to make the transition.
work flow, a popup dialog box appears. You must select the one appropriate code from that dialog box and
click OK in order to make the transition.
You can click the Not Ready button again when you are already in the Not Ready state. This enables you
to enter another reason code. Reports will show back-to-back Not Ready state changes with the
appropriate times in state and the respective reason codes. However, if you choose the same reason code
again, a new state change is not recorded.
to enter another reason code. Reports will show back-to-back Not Ready state changes with the
appropriate times in state and the respective reason codes. However, if you choose the same reason code
again, a new state change is not recorded.
There are several situations in which you will not see the Reason Code dialog box:
n
Your supervisor initiates the transition (a reason code indicating that the supervisor forced the agent
state change is automatically selected).
state change is automatically selected).
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Your agent state is changed automatically from Ready to Not Ready when an ACD call is routed to
your phone but you do not answer it, and it is rerouted to another agent (Reroute on No Answer, or
RONA).
your phone but you do not answer it, and it is rerouted to another agent (Reroute on No Answer, or
RONA).
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