Cisco Cisco Agent Desktop 9.0 Guia Do Utilizador
Cisco Desktop Administrator User Guide
46
November 19, 2013
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 configured and displayed in Agent
Desktop and CAD-BE. There is no limit to how many reason codes can be configured
for IP Phone Agent, but IP Phone Agent can display only 100 reason codes.
Desktop and CAD-BE. There is no limit to how many reason codes can be configured
for IP Phone Agent, but IP Phone Agent can display only 100 reason codes.
NOTE: It is recommended as a best practice that you configure no
more than 20 reason codes for agents to use.
more than 20 reason codes for agents to use.
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 Work Flow 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 Work Flow 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 (
).
Figure 17.
Global and work flow reason code nodes
Global
Reason
Codes
Reason
Codes
node
Work flow
group
Reason
Codes
node
group
Reason
Codes
node