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Reason Codes (Category A only)
Reason Codes allows agents to enter a numeric code that describes their reason for
entering Auxiliary (AUX) work mode or for logging out of the system. Reason codes give
contact center managers detailed information about how agents spend their time. Use this
data to develop more precise staffing forecasting models or use it with schedule-
adherence packages to ensure that agents are performing scheduled activities at the
scheduled time.
You can administer the codes so that entry is forced or optional. Ten reason codes are
available, including a default code. You can assign two system-wide names to each code
— one for entering AUX work mode and one for logging out.
You can use VuStats to display the reason code name or number. Use VuStats or CMS to
gather historical and real-time reason-codes statistics.
You must have Expert Agent Selection (EAS) enabled to use reason codes.
Administering Reason Codes
The following forms and fields are required to administer the Reason Codes feature.
Required forms – Reason Codes feature
Form
System Parameters
Customer-Options
Attendant Console
Feature-Related
System Parameters
Feature Access
Code (FAC)
(optional)
Language
Translations
Field
ACD
EAS
Reason Codes
RC
EAS
Aux Work Reason Code Type
Logout Reason Code Type
CMS Release (Release 5 and later
configurations, or none)
Aux Work Reason Code Type
Logout Reason Code Type
Line 49
Reason Codes (Category A only)
Issue 1.0 May 2003
201
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