Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Reason Codes

June 2007

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Reason Codes

Agent Desktop can be configured by the system administrator so that you are required 
to enter reason codes.

Reason codes describe why you have transitioned to the Not Ready or Logout agent 
state. These codes are set up by your system administrator and are customized for 
your contact center. 

Whenever you initiate a transition to the Not Ready or Logout state, a popup dialog box 
appears. (See 

.) You must select the appropriate code from that dialog box 

and click OK or press Enter in order to make the transition. 

There are several situations in which you will not see the Reason Code dialog box:

■

Your supervisor initiates the transition (a reason code indicating 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

■

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)

Figure 12. 

Reason Code dialog box