can reason code/ Aux codes on Finesse Desktop be interruptible

[kavle]

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 

[david.macias]

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

[kavle]

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.

[david.macias]

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