09-27-2022 07:41 PM
Hi All,
just wanted to know if there is a way to interrupt the reason codes on the Finesse desktop.
how to configure the interruptible reason codes and customers says they had that option in Avaya.
so basically we need these during high volume or any critical situation we may need to use the interruptible reason codes.
any help will be greatly appreciated
09-28-2022 05:42 AM
You're going to have to explain what you mean by interrupt the reason code. Can you give more detail please? Are you saying to have a way for the agents not to have to enter a reason code when volume is high thus getting your agents to get back to ready quicker? If so, you'll probably want to create a custom gadget that when pressed populates the reason code for the agent automatically. There's nothing out of the box that will allow this.
david
09-28-2022 05:54 AM - edited 09-28-2022 05:55 AM
Hi David,
The interruptible reason codes are like -- the system will notify the agents even if they are on AUX(not ready state )...its like it interupts their ReasonCode and notify to the take the call when "wait time threshold set" is met for a specific SKILL / PQ.
09-28-2022 06:35 AM
So the agent is not presented with the call, just told to get back to work? One "easy/free" way to do this is to have a CUIC report on their desktop with thresholds set. They then can see when a Q has reached a certain limit. As part of their training they then know to get back into the queue ASAP. You could also develop a gadget that works like a banner that appears during specific periods, but this would be all custom development.
david
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