Solved: Agent State - Reason Code on Webview

Bozzy2008 · ‎05-02-2008

Hello all,

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:

Undefined[0]

Please tell me what that means? Does it cover other states like Reserved, etc?

By the way, this reason code (Undefined[0]) is not visible/used on CAD .

Thank you

Siby Alexander · ‎05-04-2008

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 [0] will be used when there is no match.

Please see page 60 of the reporting guide for more details about system defined reason codes.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/enterprise_reporting/reporting7_0/user/guide/ipce70rg.pdf

View solution in original post

kre8or2007 · ‎05-02-2008

I believe the 0 is there for a default if no reason codes are defined. It is only for Not Ready or Logout states.

Bozzy2008 · ‎05-04-2008

Thank you but we have reason codes defined and using of them is mandatory. I see their total too (my created reason codes) but how come I still see Undefined?

Siby Alexander · ‎05-04-2008

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 [0] will be used when there is no match.

Please see page 60 of the reporting guide for more details about system defined reason codes.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/enterprise_reporting/reporting7_0/user/guide/ipce70rg.pdf