Cisco Cisco Agent Desktop 9.0 User Guide
Cisco Desktop Administrator User Guide
46
August 18, 2015
Reason Codes
Reason codes describe why an agent has changed to the Not Ready agent state or
has logged out.
has logged out.
There is no limit on how many reason codes can be configured and displayed in Agent
Desktop and CAD-BE. There is no limit to how many reason codes can be configured
for IP Phone Agent, but IP Phone Agent can display only 100 reason codes.
Desktop and CAD-BE. There is no limit to how many reason codes can be configured
for IP Phone Agent, but IP Phone Agent can display only 100 reason codes.
NOTE: It is recommended as a best practice that you configure no
more than 20 reason codes for agents to use.
more than 20 reason codes for agents to use.
Reason codes are set up and maintained in Unified ICM. You use Desktop Work Flow
Administrator to assign reason codes to agents on both a global and work flow group
level.
Administrator to assign reason codes to agents on both a global and work flow group
level.
Global reason codes are assigned using the Reason Codes node under the Work Flow
Configuration node. Work flow group reason codes are assigned using the Reason
Codes node under the specific work flow group node (
Configuration node. Work flow group reason codes are assigned using the Reason
Codes node under the specific work flow group node (
).
Global reason codes are available for use by all agents. Work flow reason codes are
available only to those agents in that specific work flow group.
available only to those agents in that specific work flow group.
Figure 17.
Global and work flow reason code nodes
Global
Reason
Codes
Reason
Codes
node
Work flow
group
Reason
Codes
node
group
Reason
Codes
node