03-11-2009 06:58 AM - edited 03-15-2019 04:46 PM
As an administrator where do I create reason codes for agents when they finish with a call, and where does the agent record the reason code.
03-11-2009 07:30 AM
Hi there !
Reason codes are used for agents when them want to go "not ready"...
"Why the agent wants to stay in Not Ready State for non receiving incomming calls ? " .. Then he'll have to provide a reason code for this..
You can access the Desktop Administrator Software... (I'm assuming you're using IPCC 4.0)
- Locations
-- Your_Cluster
--- Desktop configuration
---- Reason Codes
Andrei.
03-11-2009 08:09 AM
We use Cisco Supervisor Desktop
03-11-2009 08:32 AM
I loaded Adminstrator Desktop and got to the reason code area. Maybe this is not what I am looking for. What I would like is an agent to enter a code for the call they received; example 1 for network issue or 2 for telecommunications issue. Where do I create these and where does an agent enter this info when they are done with a call. We want to track how many calls are coming in for what area.
03-11-2009 08:50 AM
If all you need are statistics for incoming calls, you can have that by using the CRS Historical Reports software (IPCC > Plug-ins > CRS.. )
Assuming that you have created your script with CSQs, you find many reports that you can have that information (How many calls dialed the option 1 - Sales, or.. 2 - Support... )
I'm sending an attach with a print screen of a report
Andrei.
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