Cisco Cisco Finesse 8.5(3) Mode D'Emploi

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.

Perform the following steps to delete a sign out reason code:

In the Sign Out Reason Code Management gadget, select the sign out reason code that you want
to delete.

Click Delete.

A question appears asking you to confirm that you want to delete the selected sign out reason
code.

Figure 16: Delete Sign Out Code

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.

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.

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:

•

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)