Dialogue Cloud

Reason Codes

Introduction

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. 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: Selecting a reason code using the Teams client will not automatically change the presence status displayed in Teams. The Agent still has the possibility to manually adjust the displayed status.

 

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. This title will be used in a row/column/tab page header in the Agent Overview that will contain the number of Agents, that are not available for call distribution due to this specific reason.

 

How can a Reason Code be selected?

The Agent selects the Reason Code when he is not available for call distribution using either a drop-down menu in A365 applications or the IM command codes in Skype for Business.

 

How to change the Reason Code working with the Teams client

The Agent can change the reason code when he / she does not want to receive any dialogue from the hunt. The Agent needs to be aware though, that selecting a certain Reason code in the A365 application does not change the Presence status in Teams. The Agent can manually set the Presence status back to “Available” as soon as the Agent is available for call distribution again.

The Presence status is indicated by default with color dots as part of your user profile in Microsoft. Find out more about User presence in Teams [Microsoft].

 

Reason Code Rules

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 or WebAgent

    • 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

 

Create/Edit/Remove item

Item can be created, edited or removed.

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

 

Related topics

Core User Guide

Using Microsoft Teams client with Anywhere365