UCCX CUIC: Change reason code ID to description

[lohjintiam]

UCCX v10.5

Hi all,

For the following 2 reports in UCCX, all reason codes are displayed in their ID rather than the description which makes it difficult for any users to understand 

1. Agent not ready reason code summary report

2. Agent state detail report

With the restriction imposed on UCCX-CUIC, how can we change all reason codes ID in both reports into reason code description?

Thanks!

-JT-

[Chris Deren]

JT,

Unfortunately, this is a known bug with no feasible workaround:

https://tools.cisco.com/bugsearch/bug/CSCue26150

Similar thread here:

https://supportforums.cisco.com/discussion/12455401/cuic-not-ready-reason-code-reporting-issue

Chris

[Deepak Rawat]

JT,

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.

Regards

Deepak

[lohjintiam]

Hi Deepak,

I was referring to the filter option & to display the reason code description rather than their ID. The Grid Display Name is just to change the label of the column. 

I'm guessing a new value list needs to be created and a new field needs to be defined to show that?

Thanks!

-JT-

[lleweyiss]

this worked for me !  While it is a great workaround (although time consuming) ,  it sure seems like the developers would change this to always show the description instead of the number, I mean it just seems like common sense !!

[rsturdivant5800]

Hello lohjintiam,

I looking for the same solution. Did you find one?