Not Ready Reason Codes
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.
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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.
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Click the Type header to sort and display system or custom reason codes.
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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 team Not Ready 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:
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. Alphanumeric and special characters are supported. |
Type |
The type of reason code (System or Custom). The column is default and can be sorted to display both System reason codes and Custom reason codes. |
Reason Code |
A code for the Not Ready reason. The code can be any value between 1 and 65535 and must be unique. |
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:
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New: Add a new Not Ready reason code
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Edit: Edit an existing Not Ready reason code
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Delete: Delete a Not Ready reason code
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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.
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).
Note |
During a PG or CTI server failover, the pending state of an agent is not retained. |
Add Not Ready Reason Code
Procedure
Step 1 |
In the Manage Reason Codes (Not Ready) gadget, click New. |
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Step 2 |
In the Reason Label box, enter a label for the reason code.
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Step 3 |
In the Reason Code box, an auto populated reason code is displayed. If you choose not to save the prepopulated reason code, you can enter your own reason code.
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Step 4 |
If the reason code is global, select the Global? check box. If the reason code is specific to a team, clear the Global? check box.
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Step 5 |
Click Save.
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Edit Not Ready Reason Code
Procedure
Step 1 |
In the Manage Reason Codes (Not Ready) gadget, select the reason code that you want to edit. |
Step 2 |
Click Edit. |
Step 3 |
If you want to change the label for the Not Ready reason code, in the Reason Label field, enter a new label for the reason code. If you want to change the code, in the Reason Code field, enter the new code. If you want to change who has access to the code, select or clear the Global? check box. |
Step 4 |
Click Save. |
Delete Not Ready Reason Code
Note |
An error may occur if an agent selects a Not Ready reason code after it has been deleted. Agents who are signed in when you make changes to Not Ready reason codes must sign out and sign back in to see those changes reflected on their desktops. |
Procedure
Step 1 |
In the Manage Reason Codes (Not Ready) gadget, select the Not Ready reason code that you want to delete. |
Step 2 |
Click Delete. |
Step 3 |
Click Yes to confirm the deletion of the selected reason code. |