Overview
A Reason Code briefly explains why an Agent is not in the Available or Ready Status on the Agent Interface—examples of Reason Codes: Lunch, Break, Training, Meeting, etc.
Correct usage of Reason Codes will give you full transparency into how your Agents spend their day.
Reason Codes can be seen in several Reports and help determine Agents' efficiency and effectiveness.
Contents
Adding a Reason Code
1.) Click the Account main menu.
2.) Click the Reason Codes menu option.
The Reason Codes page will open.
3.) Click the Add Code button.
The Create Reason Code window will open.
4.) Configure your new Reason Code:
- (A) Name: Enter a Name for your Code; Agents will see this in the Agent Interface.
- (B) Description: Enter a short description of the Code.
- (C) Type: Select if this is a Not Ready or Log Out Status.
- (D) Billable: Toggle defaults to Yes, but switch to No if it is not a Billable Status.
5.) Click the Create button.
Editing a Reason Code
1.) Refer to steps 1 & 2 in the section above to open the Reason Codes page.
2.) Click Edit in the Action gearwheel drop-down.
3.) Configure your Reason Code as needed.
- (A) Archived: Click this checkbox to archive a Reason Code.
- (B) Name: Enter a Name for your Reason Code.
- (C) Description: Enter a short description of the Code.
- (D) Billable: Toggle to Yes if this Status is Billable.
4.) Click the Apply button.
Additional Settings
These are additional settings that you can control from the Reason Codes page.
- Hide from Agent Interface: This checkbox hides a Code from the Agent Status List. This is for hiding Codes that exist for Reporting purposes only.
- Default: This checkbox makes the Code the first option in the Status drop-down when the Agent logs in.
- Archived: This checkbox will archive the Code.