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.

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).

Sign Out reason codes represent reasons that agents can select when they sign out of the Agent Desktop.

Use the Manage Reason Codes (Sign Out) gadget to view, add, edit, or delete Sign Out reason codes. Click the Reason Label or Reason Code headers to sort the Sign Out reason codes by label or by reason code, in ascending or descending order. Click the Global header to sort the reason codes by whether they are global (Yes) or not (No).

Sign Out 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 Sign Out reason codes.

The following table describes the fields on the Manage Reason Codes (Sign Out) gadget.

Actions on the Manage Reason Codes (Sign Out) gadget:

• New: Add a new Sign Out reason code

• Edit: Edit an existing Sign Out reason code

• Delete: Delete a Sign Out reason code

• Refresh: Reload the list of Sign Out reason codes from the server

Note	When you add, edit, or delete a Sign Out 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 clicks Sign Out on the desktop, any configured Sign Out codes appear in a drop-down list. The agent can then choose the code that represents why that agent is signing out.

Wrap-Up reasons represent the reasons that agents can apply to calls. A Wrap-Up reason indicates why a customer called the contact center. For example, you may have one Wrap-Up reason for sales calls and another for support calls.

You can configure Wrap-Up reasons to be available globally to all agents or only to specific teams.

Use the Manage Wrap-Up Reasons gadget to view, add, edit, or delete Wrap-Up reasons. Click the Reason Label header to sort the Wrap-Up reasons in ascending or descending order. Click the Global header to sort the Wrap-Up reasons by whether they are global (Yes) or not (No).

Note	Finesse supports a maximum of 100 global and 100 team Wrap-Up reasons.

Finesse supports wrap-up functionality only for incoming calls and Outbound Option Dialer Calls (Finesse does not support Outbound Option Direct Preview mode). Finesse does not support wrap-up for outgoing calls placed by agents.

To enable wrap-up, you must configure both of the following attributes in the Unified CCE Agent Desk Settings:

For more information about configuring Agent Desktop Settings, see the Configuration Manager Online Help for Unified CCE.

Note

If an agent is configured for wrap-up and selects a pending state during a call, when the call finishes that agent goes into wrap-up and not the pending state selected during the call. The agent can end wrap-up by either selecting a new state (Ready or Not Ready) or letting the wrap-up timer expire. If the agent selects a new state, the new state overrides the pending state selected during the call. If the wrap-up timer expires, the agent transitions to the pending state.

The following table describes the fields on the Manage Wrap-Up Reasons gadget.

Actions on the Manage Wrap-Up Reasons gadget:

• New: Add a new Wrap-Up reason

• Edit: Edit an existing Wrap-Up reason

• Delete: Delete a Wrap-Up reason

• Refresh: Reload the list of Wrap-Up reasons from the server

Note	When you add, edit, or delete a Wrap-Up reason, 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.