Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Agent Desktop User Guide
62
September 2011
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
(
Figure 26
). 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.
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.
■
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)
Figure 26.
Reason Code dialog box