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Rising star

Agent No ready Reason Code Summary Definition Report Codes not there

Trying to run an Agent No ready Reason Code Summary Definition report and my custom not ready codes are not able to be selected from the filters. It is weird because some of the custom ones are there but others are not.

 

For example i see code 100 but none of the other custom ones.

 

This is a 11.6.2 system and recently built.  Anyone else have this issue.

 

1 ACCEPTED SOLUTION

Accepted Solutions
Rising star

Re: Agent No ready Reason Code Summary Definition Report Codes not there

It turns out it was because I had yet to use these codes and I guess CCX was aware of that and didn't provide them as valid options.  After generating some traffic the codes did show.

6 REPLIES 6
Contributor

Re: Agent No ready Reason Code Summary Definition Report Codes not there

Hello, you tagged this as other contact center. Are you using UCCX, UCCE/PCCE, something else?

Also. you mentioned you see some of the custom ones, and then later you say you don't see any of the custom ones?

Highlighted

Re: Agent No ready Reason Code Summary Definition Report Codes not there

Hi ,

 

For this issue we need to configure same reason codes with numbers in 2 place

  1. ICM Reason codes
  2. Finesse Managed Reason codes

Ram.S

Re: Agent No ready Reason Code Summary Definition Report Codes not there

Hi ,

 

For this issue we need to configure same reason codes with numbers in 2 place

  1. ICM Reason codes
  2. Finesse Managed Reason codes

Ram.S

Everyone's tags (1)
Rising star

Re: Agent No ready Reason Code Summary Definition Report Codes not there

ICM reason codes? I have them defined in finesse desktop admin and then assigned to the team as they are not global.
Rising star

Re: Agent No ready Reason Code Summary Definition Report Codes not there

Ccx I see some custom but missing some others
Rising star

Re: Agent No ready Reason Code Summary Definition Report Codes not there

It turns out it was because I had yet to use these codes and I guess CCX was aware of that and didn't provide them as valid options.  After generating some traffic the codes did show.

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