07-21-2022 04:30 PM
Hi,
When I run the “not ready” report in the Cisco Unified Intelligence Centre, I would like to know if there is a reason code for the agent putting themselves as “not ready?”
07-22-2022 02:17 AM
How would you expect this "reason code" to be? It is just a manual click by the user in the agent desktop.
There aren't multiple "Not ready" states, which could have different reason codes. There is only one "Not ready".
07-22-2022 08:25 AM
I created Reason Codes for Not Ready - they are presented as a Drop Down for Not Ready.
Labeled them things like : Not Ready - Meal ; Not Ready - Training ; Not Ready - Meeting ; etc. Agents then choose one.
In Finesse Administration - "Reasons" tab. You can create your own Custom Reason codes, you can also Choose Global : yes or no - Global " Yes" would mean if you have several teams to use the same codes, or "No" if you have some that only 1 team uses , etc.
HTH
07-22-2022 08:29 AM
Addition to above: left out , that next in Finesse Admin you would go to the Team Resources tab, pick the Team, then under there is another set of tabs to configure things for the Team , one of which is Reason Codes (Not Ready) , you then add the custom codes you just created
07-22-2022 09:42 AM
Not related to your question, but I moved your post to Contact Center as it is more related to this than where you originally posted it.
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