Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Reason Codes
January 16, 2013
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Reason Codes
Reason codes describe why an agent has changed to the Not Ready agent state or
has logged out.
has logged out.
There is no limit on how many reason codes can be set up for Agent Desktop and
CAD-BE. IP Phone Agent has a limit of 100 reason codes.
CAD-BE. IP Phone Agent has a limit of 100 reason codes.
Reason codes are set up and maintained in Unified ICM using the Cisco Unified
Contact Center Enterprise Web Administration Tool (if you use System IPCC) or
Unified ICM Configuration Manager (if you use anything other than System IPCC, for
example, Unified ICM Enterprise/Hosted or Unified CC Enterprise/Hosted). You use
Desktop Administrator to assign reason codes to agents on both a global and work
flow group level.
Contact Center Enterprise Web Administration Tool (if you use System IPCC) or
Unified ICM Configuration Manager (if you use anything other than System IPCC, for
example, Unified ICM Enterprise/Hosted or Unified CC Enterprise/Hosted). You use
Desktop Administrator to assign reason codes to agents on both a global and work
flow group level.
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 node (
Configuration node. Work flow group reason codes are assigned using the Reason
Codes node under the specific work flow group node (
).
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.
available only to those agents in that specific work flow group.
Figure 42.
Global and work flow reason code nodes
Global
Reason
Codes
Reason
Codes
node
Work flow
group
Reason
Codes
node
group
Reason
Codes
node