System generate “Reason code' for malpractice agent

[arrul-cco]

Is there any system generate “Reason code “available for agent not ready state for following scenario,

When agent login and he is in ready state receiving an active ACD calls but, as soon as agent phone ring, agent hit not ready state to avoid taking this call?

If there is no such a system generates reason code, then, how do we create one system code to identify this type of malpractice agents?

Thanks in advance

Arrul

[Jonathan Schulenberg]

The agent can't avoid the call merely by pressing the Not Ready button while in a Reserved state. Their only option would be to wait for the Connect parameter of the Select Resource to expire at which point the reason code would be Ring No Answer. The best way to view this in reports is to compare the offered vs. handled calls for that agent.

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[arrul-cco]

Thank you very much Jonathan.

Thanks

Arul