IPCC exp, Supervisor Reason codes need to add more, can I?

Answered Question
Feb 1st, 2008

I have 4.0(5). Supervisors want to change the agents Status and choose a Reason Code, but they can only choose Ready or Supv Not Ready.

Is there a way to add more? The Desktop Administrator says you can't create or delete. Hoping someone else has already found a way.

I have this problem too.
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Correct Answer by mmelbourne about 8 years 11 months ago

I see what you mean. I'm not aware of a mechnism for a Supervisor to select a Logout/Not Ready code on behalf of an agent.

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mmelbourne Mon, 02/04/2008 - 06:24

Reason Codes can only be specified for Agent Logout and Not Ready state changes.

In Desktop Administrator, highlight Reason Codes and then tick the "Enable Reason Codes" in either or both of the Logout and Not Ready tabs. You can then add additional reason codes. Historical Reports will only report on the first eight selected reason codes.

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lleweyiss Mon, 02/04/2008 - 06:54

The Enable Reason Codes is already checked, we are using the Reason Codes now. Problem is a Supervisor can't choose different Codes when they put an agent in Logout or Not Ready status. They want to be able to put a Reason Code of "Project" as an example for that agent that they changed the status of.

Correct Answer
mmelbourne Mon, 02/04/2008 - 07:00

I see what you mean. I'm not aware of a mechnism for a Supervisor to select a Logout/Not Ready code on behalf of an agent.

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