Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Cisco Agent Desktop User Guide

64

December 4, 2012

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.

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 
(

). 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. 

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.

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.

■

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 26. 

Reason Code dialog box