CUIC Agent Real-time reporting reason code

[josdi03]

Hi,

In CUIC agent real time report reason code for not ready it shows 50002 or integer we have configured in ICM.

How we can display reason code as name which we have configured in icm like tea, coffee , meeting.

CUIC version we are using 8.5.

Regards,

Dinesh Joshi

[Senthil Kumar Sankar]

Hi Dinesh,

You can create a custome report which displays that ReasonText based on the ReasonCode.

Regards,

Senthil

[josdi03]

Hi Senthil,

Thanks for response.  I have tried to edit that report but not getting option of Reason Code Text based in available field.

Regards,

Dinesh Joshi

[sarbarnes]

The way I got round this was creating thresholds - eg 1 = Lunch 2 = meeting etc.

this does work, however you can't then Threshold the time on those particular texts, but at least you can see what 'state' they are in.

let me know if it works..

Thanks Sarah