Cisco Cisco Agent Desktop 8.5 Mode D'Emploi
Reason Codes
September 2011
33
Reason Codes
Reason codes describe the reason that you have changed your state to Not Ready or
Logout. These codes are configured by your administrator and are customized for your
contact center. Your administrator can configure CAD-BE so that you are required to
enter reason codes.
Logout. These codes are configured by your administrator and are customized for your
contact center. Your administrator can configure CAD-BE so that you are required to
enter reason codes.
If you are required to use reason codes, whenever you initiate a transition to Not
Ready or Logout, or such a transition is included in a work flow, a dialog box appears
(
Ready or Logout, or such a transition is included in a work flow, a dialog box appears
(
). You must select the appropriate code from that dialog box and click OK or
press Enter to complete the transition.
You can select the Not Ready agent state 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.
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.
There are several situations in which you will not see the reason code dialog box:
■
Your supervisor initiates the transition. In this case, a reason code that
indicates that the supervisor forced the agent state change is automatically
selected.
indicates that the supervisor forced the agent state change is automatically
selected.
■
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)
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 agent state is changed automatically from Ready to Not Ready when you
receive a non-ACD call
receive a non-ACD call
Figure 9.
Reason Codes dialog box