Cisco Cisco Agent Desktop 10.5 Guida Utente
Reason Codes
September 2011
61
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 Agent Desktop 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 Agent Desktop 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. If desired, you can sort the reason codes by
number or description by clicking the appropriate column header.
number or description by clicking the appropriate column header.
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.
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.
■
The agent state change is part of a work flow in which automated reason
codes are enabled.
codes are enabled.
Figure 26.
Reason Code dialog box