Our supervisors want to reorder their reason code list, for when their agents go into Not-Ready. I know we can easily redo the list, however my question lies with historical reporting. If I delete and reorder the codes to be in the order they want - WILL this break all previous historical data. Many Thanks!!!
All our codes are configured. They have been using them for 9 months now. What they would like to have happen, is the order in which they appear in the drop down box.
So, if I go into our registry and change the number corresponding to that code, so I can make an option show FIRST in the drop down list on the agent's CTIOS screen, versus showing 3rd.. by changing that, will that impact historical reporting for what already exists on those codes.
Certainly a thought!!! So along those line though. IF I CHANGE that order... what will it do to a historical report? Will my report that I run for agent A - now reflect the wrong code,
Will changing that order retro the previous database entries... This is the piece I can't seem to find an answer on.
I know HOW to change them, easily... it's that historical piece that without just DOING it and testing... I'd like to find a concrete answer without having to do this... If not, we may end up just doing it anyhow...and dealing with the loss of integrity to the not-ready codes for this period of time.
and forgot It should not change the history as reason codes contain and ID. Wrap up codes are not, so what ever text is in a wrap up code is written as that text into the call term data.
But, just to be sure, create 2 or 3 new codes, and do a few tests, change them, test again, and look at the results in webview or our report engine of choice.
When it comes to call center stuff, I try to test in the lab as much as I can, or make in this case, make new codes, that they will never use and try them out. At least if it does not generate the expected result, only you will know. :)
Just checked the HDS database. The reason code data is stored by the ReasonCode field. That data is whats stored in the agent event detail table when an agent changes state. There should be no problem changing the text.
Ah yes, the test lab. Ours is still a work in progress, so I'm not able to test that now.
I will post back when I secure an answer! I think I will follow Kent's advice and build 2 new codes, test them, and reword, and test again! :) Such a simple fix, and I couldn't come up with that. Sigh.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...