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How to capture Not Ready Reason Code, as soon as it's submitted within Finesse?

claudioillanes
Beginner
Beginner

Hello,

We want to capture the NotReadyReasonCode as soon as an agent applies a new code using the out-of-the-box Finesse reason code drop-down. Is this possible, and just a matter of registering for a Notification Service, or is another approach required? We don't want to receive it when the call ends, or when the call enters wrap-up. Instead, we need to capture it as soon as the drop down is changed. Any guidance is appreciated.

Thanks!

Claudio

4 Replies 4

dekwan
Cisco Employee
Cisco Employee

Hi Claudio,

You can't get the information when the agent makes the request (when they select it from the dropdown). You would need to get it when Finesse successfully makes the change. But, you will need to get ALL the agent state events, not just this particular scenario and you would need to filter it yourself.

If you are making a gadget, take one of the sample gadgets and add the logic in the handleUserChange method. You would probably need to store the last state & reason code and do a diff between the previous event and the current event.

If you are not making a gadget, this wouldn't really work, because a subscription to the notification service would be a second connection (The out of the box desktop being one), which is not supported.

Thanx,

Denise

Thomas G. Johannesen
Contributor
Contributor

Hey Claudio

As denise says, you should use the handleUserChange method

     function handleUserChange(userevent)

     {

         ChangeStateShow();

         render();

     }

      function ChangeStateShow()

    {

          var currentState = user.getState();

          // do whatever you want

     }

I have made a gadget that displays the userState on a more visual way, and im usng these functions

Finesse_InfoBanner2.png

Thanx

Thomas

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