Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Reason codes describe why an agent has changed to the Not Ready agent state or 
has logged out. 

There is no limit on how many reason codes can be set up for CAD and CAD-BE. IP 
Phone Agent has a limit of 100 reason codes.

Reason codes are set up and maintained in ICM using the IPCC Web Administration 
Tool (if you use System IPCC) or ICM Configuration Manager (if you use anything 
other than System IPCC, for example, ICM Enterprise/Hosted or IPCC 
Enterprise/Hosted). You use Desktop Administrator to assign reason codes to agents 
on both a global and work flow group level.

NOTE:  Changes in reason codes appear in Agent Desktop 
immediately. CAD-BE agents must log out, exit, and restart the 
application for changes to take effect.

Global reason codes are assigned using the Reason Codes node under the Work 
Flow Configuration node. Work flow group reason codes are assigned using the 
Reason Codes node under the specific work flow group’s node (see 

Global reason codes are available for use by all agents. Work flow reason codes are 
available only to those agents in that specific work flow group. 

Global reason codes node

Work flow group reason codes node