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Agent State - Reason Code on Webview

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

1 ACCEPTED SOLUTION

Accepted Solutions
Cisco Employee

Re: Agent State - Reason Code on Webview

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

3 REPLIES
New Member

Re: Agent State - Reason Code on Webview

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

New Member

Re: Agent State - Reason Code on Webview

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?

Cisco Employee

Re: Agent State - Reason Code on Webview

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

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