Finesse, same Reason Code list not showing for all users

[kbeaton]

I just configured a new CSQ and Application and the manager is saying only 1 of the 6 agents can see the complete Reasons in the drop-down list. The rest can't

I don't remember\can't find what controls the list.

I see where the lists are configured, but I can't see a reason the agents aren't seeing them

The complaint is they can only see this short list

When they should be able to see this longer list

Can someone point me in the right direction?

Thanks!!!

[bill.king1]

Are all of the agents part of the same team? Assuming it isn't a global not ready code, you'd likely need to validate that the team that has these codes have the agent as a member.

[kbeaton]

The users\agent are all members of the same team.

Is there somewhere I need to assign the Reason Codes to the Team?

[david.macias]

Yes, go to Finesse admin page and add reason codes to the team under "Team Resources".

david

[Ibrahim AlQumairi · Accepted solution]

As summary to all up solutions, you have two thing to check:

1. check if the agents are added to the Team
2. check if the Team have the reasons list that you want to see from finesse administration website (URL: https://FQDN of Finesse server:8445/cfadmin.)

[kbeaton]

Just so I understand correctly, each time I create a new Team, I have to add the Reason Codes?

Thanks for the help!

[Ibrahim AlQumairi]

Yes, you need to sign the reason code to the Team you have created 

[bill.king1]

It depends. You can make codes be global, which would apply to all teams, or you can make them team specific and then you have to do the added step of adding them to the team(s) you need them for.
So you want to think about which codes might be universal (lunch, restroom, etc.) and which ones might be unique that only apply to one or two teams.