Not Ready reason
codes represent reasons that agents can select when they change their state to
Not Ready.
Use the Manage Reason Codes
(Not Ready) gadget to view, add, edit, or delete Not Ready reason codes. Click
the Reason Label or Reason Code headers to sort the Not Ready reason codes by
label or reason code in ascending or descending order. Click the Global header
to sort reason codes by whether they are global (Yes) or not (No).
Not Ready reason codes can
be global (visible to all agents) or team (visible only to agents on specified
teams).
 Note |
Finesse supports a
maximum of 100 global and 100 team Not Ready reason codes.
|
The following table describes
the fields on the Manage Reason Codes (Not Ready) gadget.
Field
|
Explanation
|
Reason Label
|
The label for
the Not Ready reason code.
The label has
a maximum length of 40 characters and should be unique for each Not Ready
reason code. Both alphanumeric and special characters are supported.
Note
|
The Not
Ready Reason Code Management gadget allows you to create multiple reason codes
using the same label with a different code. However, if a label is not unique,
multiple entries with the same label may appear on the Agent Desktop and agents
may select the incorrect code.
|
|
Reason Code
|
A code for the
Not Ready reason.
The code can be any value
between 1 and 65535. The combination of Reason Label and Reason Code must be
unique.
Note
|
The Not
Ready Reason Code Management gadget allows you to create multiple reason codes
using the same code with a different label. However, if a code is not unique,
the Agent Desktop may not always show the correct label.
|
|
Global?
|
Yes/No. Indicates if the
reason code is available globally to all agents (Yes) or to specific teams of
agents (No).
|
Actions on the Manage Reason Codes (Not Ready) gadget:
-
New: Add a new Not Ready
reason code
-
Edit: Edit an existing
Not Ready reason code
-
Delete: Delete a Not
Ready reason code
-
Refresh: Reload the list
of Not Ready reason codes from the server
 Note |
When you add,
edit, or delete a Not Ready reason code, the changes you make take effect on
the Agent or Supervisor Desktop after three seconds. However, agents who are
signed in when the changes are made must sign out and sign back in to see those
changes reflected on their desktops.
|
When an agent signs
in to the Finesse desktop, the agent state is set to Not Ready. The agent can
then choose to go to Ready status or choose from one of the configured Not
Ready reason codes from the configured codes drop-down list as shown in the following
figure.
If an agent wants to
change from Ready to Not Ready status, that agent can choose the appropriate
Not Ready reason code from the list of configured codes.
An agent who is on a
call can select a state to be applied when the call is complete. For example,
if an agent wants to be in Not Ready state when the call ends, that agent can
choose Not Ready from the drop-down list while still on the call. The Finesse
desktop shows the agent in Talking state and a pending state of Not Ready.
If the agent also applies a
Not Ready reason code, the desktop shows the pending state with the reason code
(in this case, Not Ready - Lunch).
Pending state
changes appear on the desktop while the agent's state is Talking (for example,
on hold, in a consult call, conference, or silent monitor call).