I merely want to define in ICM what is predefined by the IPCC Enterprise system. These Predefined Logout Reason Codes are listed in the Cisco IPCC Administration Guide. Currently these values show up on Agent log out reports, Agent real time reports, and agent Not Ready Reports as just a negative number with no definition. We need to add a name/definition in Configuration Manager so a supervisor can understand why the agent state changed, particularly because these specific Reason Codes are associated with system failures.
Predefined Logout Reason Code
1 The agent reinitialized due to peripheral restart.
2 The PG reset the agent, normally due to a PG failure.
3 An administrator modified the agent's extension while the agent was logged in.