Reason Codes

Note Corporate license or higher.

Introduction

Reason Codes gives custom statuses to the Agents. They can select a Reason Code by using an IM commando, this way an Agent can declare his/her busy and away time.
All the collected information can be found in the reports

Reason Codes can be managed through the Reason Codes library.

With each Reason Code a title must be entered, this title will be displayed in the Reports.
After that a code must be entered, this is the number with which the Agent can select the Reason Code.
As last a status must be given, this is the status the Agent will get in his/her Skype for BusinessSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses. client

To learn more about RC commands, see Reason Code Functionality

 

Effects

The effect of the reason codes can be seen in:

 

Reason Code Scenario's

When using the Reason Codes take into account the following rules:

  • A Reason code resets after:

    • New Presence (Busy > Away)

    • New Reason Code

    • Reset Reason Code in Inflight Snapper

    • New Activity (Away > Be Right Back)

  • The Reason Code presence should reflect the Agent:

    • If the agent is away from their client, then Reason Code Presence Away

    • If the agent is working on their client, then Reason Code Presence Busy

 

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 number the Agent must enter to select the Reason Code.

PresenceState

The status connected to the Reason Code

  • Away

  • Busy

 

Reason Code Create/Edit/Remove

An Reason Code can be created, edited or removed.

Warning Updates to the system are real-time; therefore wrong entries might cause malfunctions.