Dialogue Cloud

On Premises

Reason Codes

Note

The Reason Code Functionality requires Corporate license or higher.

Introduction

Reason Codes (like Lunch break, Training group 5 or Email-Duty) are add-on descriptions to provide information on why an Agent is temporarily not available for a hunt.

These predefined Reason Codes can be selected by an Agent in the following applications:

Reason Codes are meta tags to improve on the contact center activity status of Agents beyond their default Microsoft Presence states (Available, Busy, Away, etc.) and activities (In-a-meeting, Be-right-back, In-a-call, etc.). Reason Codes are responsive to the Microsoft Presence states, so as soon as an Agent's Microsoft Presence state changes from the one belonging to a selected Reason Code, the Reason Code for that Agent will be cleared. Also see below: Presence behavior examples below.

Reason Codes per Agent can be seen by peer Agents or Supervisors in the following applications:

Realtime:

Historic:

Selecting Reason Codes

The Agent selects the Reason Code to indicate why they is not available for call distribution/hunt using either a drop-down menu in the applications mentioned above or the IM command codes in Skype for Business.

Using IM commands in the Skype for Business client:

The Reason Code Functionality makes it possible for a quick selection of Reason Codes. The Agent opens 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. where he wants to enter e.g. a lunch break, types “RC“ into the command window and then enters one of the displayed codes that relates to the Reason code. A notification is then received, that Code “1” for example was selected and that the Agent’s status will appear as “Away”. The Agent can manually change the status back to “Available” in Skype for Business, when he / she can be available for call distribution again.

Reason Codes vs. Microsoft Presence

Note

As of bundle DC2023.04 an additional Presence Publisher can be activated which will make Reason Codes responsive to Microsoft Teams Presence of an Agent and can be changed by the UCC. See Microsoft Graph Presence Publisher (Set) Configuration for more information.

Prior bundles, or when Microsoft Graph Presence Publisher is not enabled, require the Agent to manually set presence from their Teams client independent from Reason Code settings.

Note 2

Selecting a reason code while agent is using the Skype for Business client will always sync the presence status set and displayed in Skype for Business.

Presence behavior examples

When using Reason Codes observe the following rules and examples:

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

    • a new Microsoft Presence is set or detected (for example going from Busy -> Away because agents locks the p.c.)
    • a Reset Reason Code in Snapper or WebAgent is selected
    • a new Reason Code is set
    • a new Microsoft Presence Activity is set (Away -> Be Right Back)

Adding Reason Codes

Reason codes can be easily added by a UCC Administrator via the UCC SharePoint Dashboard.

Click on Reason codes in the USER INPUT widget to open the list of Reason codes. Add a new item to the list and assign a clear title to the Reason Code along with an index number and a Presence Status (Busy, Away).

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. (When used in Skype for Business IM this number can be entered)
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.

  1. Open the list.
  2. Select the Add new item button.
  3. Enter the correct data in the window that appears.
  4. Select the Save button.
  1. Open the list.
  2. Tick the respective item.
  3. Select the “Edit Properties” button.
  4. Enter the correct data in the window that appears.
  5. Select the “Save” button.
  1. Open the list.
  2. Tick the respective item
  3. Select the “Delete Item” button.