Finesse desktop reason codes

[jamieparr]

Hi all

Having an issue trying to represent reason codes on the Home tab of the Finesse agent desktop. At the moment it's giving a reason code, the customer wants text. Specifically it's the stock gadget "Agent CSQ Summary Report".

Can anyone point me in the right direction here?

Thanks

JP

[Deepak Rawat · Accepted solution]

JP,

Can you explain a little more what exactly you are looking to do here. Are you trying to show some stock report within Finesse Agent Desktop

In case, you are trying to configure the Reason Codes such as Not Ready, Wrap Up, Sign Out the n please refer to the Manage Reasons section of the below guide:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/config/guide/UCCX_BK_CEC562D1_00_cisco-unified-ccx-administration-guide106.html

In case, if you are trying to display a Stock Report within Finesse Agent Desktop. you can refer to Add Customized Live Data Gadgets to Desktop Layout section of the above document. You can also refer to below post for assistance:

https://supportforums.cisco.com/discussion/12439041/uccx-finesse-call-history-agent

Regards

Deepak

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[jamieparr]

Thanks Deepak

We're trying to achieve the second option you provided, I've taken a look through the post and it seems to change the reason codes on the agents home page we'll need to recreate the gadgets pointed to custom reports?

[Sivanesan Rathinam]

Hi - Default stock reports will provide Reason code but you can do customization for displaying Text, Is it for CCX / CCE.

[jamieparr]

It's for UCCX, could you provide any information on doing this?

[Deepak Rawat · Accepted solution]

If you want to show the description for Reason Code, it can easily be achieved with CUIC internal customization. Simply do the below steps:

1) Run the Agent Not Ready Reason Code Summary Report with the required Reason Codes.

2) Once the report had executed, simply click on Save As and save it with a new name that you want for the report

3) Click on Edit and simply right click on the fields and go to properties available inside Current field order in the grid and change the Grid Display Name to whatever you want and then click on Save again

You can find the description of default Not Ready reason codes in the Predefined Reason Codes section of below document

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/user/guide/UCCX_BK_U89A45EB_00_uccx-historical-reporting-guide-106.html

The same thing can be done for Agent State Detail report or any other report for that matter. Procedure remains the same as mentioned above.

Regards

Deepak

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[jamieparr]

Thanks for everyone's input. All helped in getting to the end answer. What I wanted to achieve is in the below picture, as you can see the reason code is now textual. Should anyone else want to do this you need to create a custom report, edit the thresholds in the view to substitute reason code for text then link the permalink view, how that is done here Modifying stock reports

[amoskraus]

Thank you so much jamieparr.  I found the information on modifying the historic reports before, but this comment was exactly what I was looking for to show the description of the reason codes to our agents in Finesse instead of the number.