Cisco Cisco Finesse 8.5(3) User Guide
Deleting a Sign Out Reason Code
Note: Deleting a reason code that is currently being used by agents may cause an error on the
Agent Desktop.
Agent Desktop.
Perform the following steps to delete a sign out reason code:
Step 1
In the Sign Out Reason Code Management gadget, select the sign out reason code that you want
to delete.
to delete.
Step 2
Click Delete.
A question appears asking you to confirm that you want to delete the selected sign out reason
code.
code.
Figure 16: Delete Sign Out Code
Step 3
Click Yes to confirm the deletion of the selected reason code.
Configuring Wrap-up Reasons
Wrap-up reasons represent the reasons that agents can apply to calls. A wrap-up reason indicates
why a customer called the contact center. For example, you may have one wrap-up reason for
sales calls and another for support calls.
why a customer called the contact center. For example, you may have one wrap-up reason for
sales calls and another for support calls.
Use the Wrap-Up Reasons gadget to view, add, edit, or delete wrap-up reasons. Click the Reason
Label header to sort the wrap-up reasons in ascending or descending order.
Label header to sort the wrap-up reasons in ascending or descending order.
Note: Finesse supports a maximum of 100 wrap-up reasons.
Finesse Release 8.5(3) supports wrap-up only with the following configuration for Agent Desk
Settings in Unified CCE:
Settings in Unified CCE:
•
The Work mode on incoming attribute must be set to Required.
•
The Work mode on outgoing attribute must be set to either Optional or Not Allowed.
User Guide for the Cisco Finesse Administration and Serviceability Consoles Release 8.5(3)
18
Chapter 1: The Administration Console
Configuring Wrap-up Reasons