Finesse does not show the reason codes for UCCE

[huy.phan1]

I'm not sure if this is a bug or just normal behaviors of Finesse with Reason Codes on UCCE.

For UCCE, when you change the agent reason code using Finesse the Supervisor Finesse screen does not show the reason code of the agent.  The agent state just turn to not-ready on the Supervisor Finesse screen.

For UCCX, when you change the agent reason code using Finesse the Supervisor Finesse screen does show the reason code of the agent.  The agent state display the reason why the agent is in the not-ready mode on the Supervisor Finesse screen.

Is this how the Supervisor screen suppose to work in Finesse for UCCE vs UCCX?

[dekwan · Accepted solution]

Hi,

The feature of showing the reason codes in the team performance gadget was added in Finesse 11.5. Are both your systems 11.5? I tried this out on my Finesse UCCE 11.5 system and it showed the not ready with reason code.

Thanx,

Denise