Change reason code

Unanswered Question
Walter Solano Wed, 04/28/2010 - 05:35
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Hello,


You can modify the reason codes in the CDA, for any specific workflow that you have. The configuration its very simple just go to CDA, after that go to workflow configuration and there you and option that says "reason codes" there you could add you customer reason codes.

HTH



Walter Solano

CCNA Voice

Cisco UCCX Specialist

mymite060708 Wed, 04/28/2010 - 16:16
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you need to ready the question.!


I want to know if an agent can change their currently selected reason code without changing their state.


for example, the agent has just completed a call and select a not ready code of "follow up work" after an hour or so they go off to lunch and want to change their not ready code to "out to lunch",


Can they do this with out logging out or changing state


Thanks

mymite060708 wrote:


for example, the agent has just completed a call and select a not ready code of "follow up work" after an hour or so they go off to lunch and want to change their not ready code to "out to lunch",


Can they do this with out logging out or changing state



As another NetPro member said, the answer is no.


But you certainly could achieve a satisfactory reason code reporting situation if you added "out to lunch" as a logout code.


Reserve the not ready reason codes for contact center related tasks of short duration - "follow up work", "collecting fax", "bathroom" but have "out to lunch", "meeting", "morning break", "end of shift" as logout reasons. It does not seem reasonable to me that a person should be not ready for lunch - log out, for God's sake.


Now I know the argument - some use the system to track time at work. From the start of the shift to the end of the shift, the agent remains logged in because the logged in report is used to validate their attendance. But I think this is a poor use of the system.


2 cents - that's all it's worth.


Regards,

Geoff

Phuong Hoai Huynh Wed, 04/28/2010 - 16:53
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What you asking isn't possible, as the reason code list will only present itself under a state change situation.


So unless the agent goes too the following state depending on configuration you will not get the reason code list


Ready - Not Ready

Not Ready - Logout

Nathan Luk Wed, 04/28/2010 - 20:33
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While everyone here is correct in that this is just not possible in UCCX. It is possible in UCCE, in 7.5, they added support in CAD to go from Not Ready -> Not Ready to change reason codes (there are other reporting implications here in some tables but not really relevant here). So whether this means this will be available in the future for UCCX I'm not sure.


The use of not ready codes I have found is a different mindset in Cisco as in Cisco, as Geoff said, they would try to encourage you to use logout reason codes which would facilitate what you are trying to achieve. Many other vendors such as Avaya and Genesys however, have implemented it as you are asking in being able to just transition between not ready reason codes. However, as I mentioned, this functionality was introduced in UCCE 7.5 so it might filter down to UCCX but again, not sure as they use different versions of CAD.

Nathan Luk Thu, 04/29/2010 - 07:15
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Yeah I was pretty happily surprised when I found that out. Thing to watch with it is that Not Ready -> Not Ready transitions don't trigger entries in the Agent_State_Trace table, only in Agent_Event_Detail which I had 1 client have issues with since they want to track not ready times by skill group per agent which you can only do out of Agent_State_Trace. Logged a defect with Cisco on it but developers have come back saying Agent_State_Trace is only meant to track state changes which technically according to them changing not ready reasons isn't. Seems like a bit of a copout answer to me but what are ya gonna do? Got it logged as a feature request now anyway though.

bullett Wed, 06/02/2010 - 04:25
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Hi,


Interesting, is this automatically enabled or do I have to make changed to CAD config? I'm not infront of a system I can test with at the moment.


Do you know if it's possible to transition between Reason Codes in CTIOS?


Thanks

Alex

Anthony Holloway Wed, 06/02/2010 - 13:23
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This is possible in CAD for UCCX 7.  Just click the Not Ready button again to switch Reason Codes.


It's a bug that was resolved in UCCX 7:  CSCsh87628

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