Reasons

In the daily routines of a contact center agents perform a variety of tasks which frequently require a change in their status. Status changes include activities such as taking breaks, training, or any other contact center or personal agent activities supervisors or managers may want to track. To provide a way to manage the agent statuses, Webex CCE Administration Portal has a tool called Reasons.

Below are the default statuses, also called reason codes, included in the Reasons tool:

• Sign Out
• Not Ready
• Wrap Up

The Reasons tool also allows you to create custom reason codes, each based off of one of the three default statuses. Below are some example reason codes:

• Break
• Lunch
• Agent Sick
• Required
• Training
• End of Shift

Accessing the Reasons Tool

1. Click to expand the Finesse Admin menu on the Webex CCE Administration Portal navigation menu.
2. Select Reasons.

Additional Reasons Tool Topics

Listed below are additional topics related to the Reasons tool:

• Reasons Features
• Add a New Reason Code
• Edit an Existing Reason Code
• Delete a Reason Code
• Audit a Reason