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 total of 200 Not Ready reason codes. This includes a maximum of 100 global Not Ready reason codes, and 100 Not Ready team reason codes. The team reason codes can be mapped to any team, and the same reason code can be mapped to multiple teams.

The following table describes the fields on the Manage Reason Codes (Not Ready) gadget.

Note

In previous releases, Finesse did allow you to create multiple Not Ready reason codes with the same code. If you upgraded from a previous release, you may have Not Ready reason codes with duplicate values in your database. After you complete the upgrade, find these duplicate codes and edit them to give them unique values. You can find the duplicate codes by clicking on the Reason Code header to sort the codes by their value.

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 Finesse 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 agent state 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 Finesse 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 total of 200 Sign Out reason codes. This includes a maximum of 100 global Sign Out reason codes, and 100 Sign Out team reason codes. The team reason codes can be mapped to any team, and the same reason code can be mapped to multiple teams.

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

Note

In previous releases, Finesse did allow you to create multiple Sign Out reason codes with the same code. If you upgraded from a previous release, you may have Sign Out reason codes with duplicate values in your database. After you complete the upgrade, find these duplicate codes and edit them to give them unique values. You can find the duplicate codes by clicking on the Reason Code header to sort the codes by their value.

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 Finesse 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 1500 team Wrap-Up reasons. No more than 100 Wrap-Up reasons can be assigned to any one team.

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:

• Set the Work mode on incoming attribute to either Optional or Required.

• Set the Work mode on outgoing attribute to either Optional or Not Allowed.

If the Work mode on incoming attribute is set to Required, agents automatically transition to wrap-up state after an incoming or Outbound Option call ends. If the Work mode on incoming attribute is set to Optional, agents must select Wrap-Up from the agent state drop-down list while on a call to transition to wrap-up state when the call ends. If the agent does not select Wrap-Up during the call, the agent does not transition to wrap-up state when the call ends.

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.