Reason codes are initiated by the agent from the Cisco Agent Desktop (CAD) or are generated by the system. For details on agent-triggered reason code explanations see the Cisco Agent Desktop User’s Guide and the Cisco Desktop Administrator User’s Guide.
The system-generated reason codes are displayed in the following reports when the Unified CCX server moves an agent to the Logout or Not Ready states:
Logout reason codes: The Agent Login Logout Activity Report displays detailed information about the login/logout date, time, and other details for each session during the report period (see Agent Login Logout Activity Report).
Not Ready reason codes: The Agent Not Ready Reason Code Summary Report displays information about the length of time each agent spent in Not Ready state during a specified report period. For each agent, the total time spent in the Not Ready state is displayed along with other details (see Agent Not Ready Reason Code Summary Report).
Logout and Not Ready reason codes: The Agent State Detail Report displays about when the agent changed from one state to another. (see Agent State Detail Report).
Each system-generated reason code in these reports are associated with an event indicating the agent’s status (see System-Generated Reason Code Events).