Dialogue Cloud

Reason Codes

From the moment reason codes are created by a Supervisor, reason codes can be selected by Agents in the Anywhere365 applications for Dialogue Intelligence to indicate their reason of absence or to state why they are occupied with certain other tasks in the contact center. When an Agent is not available for call distribution, he/she can select a reason code that indicates, that he/she is having lunch or working on some emails and finishing up some administration tasks, giving a training, etc. The Supervisor can then monitor how many Agents are in a call, having a lunch break, or using other available reason codes.

Reason codes are displayed as categories in the Agent Overview and either display as a row header (Wallboard), a section header (Power BI Dashboard – Agent Report), or as tab pages (Snapper) .

The effect of the reason codes can be seen in:

 

How does the reason code interact with the presence status?

The presence status displays the current availability and status to other users, whereas the reason code is used in reports to see how many agents were not available because of lunch or any other given reason.

Example:

A displayed presence status could be Available, Busy, Away, Offline.

A displayed reason code could be Lunch, Screen break, Emails, Wrap Up Time.

Note: As of bundle DC2023.04 an additional Presence Publisher can be activated which will enable the Teams presence of an Agent belonging to the Reason Code to be set by the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.. See Microsoft Graph Presence Publisher Configuration for more information.
Prior bundles require the Agent to manually set presence from their Teams client.

Where are Reason Codes created and what are they used for?

Reason codes can be easily added via the UCC SharePoint Dashboard. Click on Reason codes in the USER INPUT widget to open the list of already created Reason codes. Simply add another item to the list and assign an easy recognizable title to the Reason code along with a presence status busy or away. This title will be used in a row/column/tab page header in the Agent Overview containing the number of Agents which will then not be available for call distribution due to this specific reason.

How can a Reason Code be selected?

The Agent selects the Reason Code to indicate why they is not available for call distribution using a drop-down menu in A365 applications.

How to change the Reason Code working with the Teams client

Note: As of bundle DC2023.04 an additional Presence Publisher can be activated which will enable the Teams presence of an Agent belonging to the Reason Code to be set by the UCC. See Microsoft Graph Presence Publisher Configuration for more information.
Prior bundles require the Agent to manually set presence from their Teams client.

The Agent has the ability to modify the reason code in order to specify why they are unavailable for call distribution. It's worth noting that the Microsoft Teams presence still takes precedence over the A365 application's reason code selection. The Agent should be aware that choosing a particular reason code in the A365 application doesn't alter their presence status in Teams, and won't remove them from the automated call distribution system.

The Presence status is indicated by default with a colored orb as part of the user profile in Microsoft Teams. To find out more see Microsoft site User presence in Teams.

Reason Code Rules

When using Reason Codes take into account the following rules:

  • A Reason code will reset after any of the following:

    • a New Presence is set or detected (for example Busy -> Away because agents locks the p.c.)

    • a New Reason Code is set

    • Reset Reason Code in Snapper or WebAgent is selected

    • a New Presence Activity is set (Away > Be Right Back)

  • The Reason Code PresenceState (busy or away) should reflect the Agent's expected activity:

    • If the agent will be away from their client, then use a Reason Code with Presence Away (for example if Reason code is "Lunch" where agent locks p.c. for lunch, the Presence state will remain Away and therefore maintain the Reason Code)

    • If the agent will remain working on their client, then use a Reason Code with Presence Busy (for example if Reason code is "Online-Interview" where agent remains working on p.c, the presence state will remain Busy and therefore maintain the Reason Code)

 

 

Explanation per field

In order to manage Reason Codes, the following screen should be filled in:

Item

Description

Title

The display title of the Reason Code. This title will be shown to the Agent and displayed in the reports

Code

The index number associated with the Reason Code.

PresenceState

The status connected to the Reason Code

  • Away

  • Busy

 

Create/Edit/Remove item

Item can be created, edited or removed.

Warning: Updates to the system take place in real-time. Entering the incorrect information here may cause issues with your software. Proceed with caution.