I have reason codes I use in the UCCE system. When I check "Agent By Agent" report, I realize that I see all my times I spend on my Reason Codes but plus one more which I dont understand:
Please tell me what that means? Does it cover other states like Reserved, etc?
By the way, this reason code (Undefined) is not visible/used on CAD .
In addition to Not Ready reason codes that you have defined, the IPCC Enterprise system uses predefined Not Ready and logout reason codes for situations in which the agent is made Not Readyautomatically by the software.
Undefined  will be used when there is no match.
Please see page 60 of the reporting guide for more details about system defined reason codes.