[cisco-voip] CAD Not ready reason codes

[Ryan LaFountain (rlafount)]

Hi Michele,

Although not of CAD, this is a feature of Cisco Finesse. At any time, an agent can see what Reason Code they're currently in.

Hope this helps.

Thank you,

Ryan LaFountain
Unified Contact Center
Cisco Services
Direct: +1 919 392 9898
Email: rlafount at cisco.com
Hours: M – F 9:00am – 5:00pm

From: "Michele Russo (AM)" <michele.russo at dimensiondata.com<mailto:michele.russo at dimensiondata.com>>
Date: Tuesday, September 3, 2013 11:45 AM
To: Ryan Burtch <rburtch3 at gmail.com<mailto:rburtch3 at gmail.com>>
Cc: "cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>" <cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>>
Subject: Re: [cisco-voip] CAD Not ready reason codes

Ok, thanks for confirming.

From: Ryan Burtch [mailto:rburtch3 at gmail.com]
Sent: Tuesday, September 03, 2013 11:42 AM
To: Michele Russo (AM)
Cc: cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] CAD Not ready reason codes


Michele:

There is no way for the agent to see this in CAD.  There is a custom report that can be generated in CUIC, but it's unlikely that they agent would have access to this platform.  Cisco Finesse may provide this functionality, but I'm not 100% on that.




Sincerely,

Ryan Burtch

On Tue, Sep 3, 2013 at 11:35 AM, Michele Russo (AM) <michele.russo at dimensiondata.com<mailto:michele.russo at dimensiondata.com>> wrote:

All,

Question, hopefully a simple one…we have UCCE v. 9.1 and the customer is using CAD.  They have set up Not-Ready reason codes but want to know how their agents can see what code they are in in real time.  In the Agent Real Time Display report within CAD it will only show those states AFTER they change them.  Is there any way for the Agent to see what reason code they are in at that moment?

Thanks!

Michele Russo
Consultant
Dimension Data NA
202-460-3965<tel:202-460-3965> (cell)
571-203-4007<tel:571-203-4007> (desk)
michele.russo at dimensiondata.com<mailto:michele.russo at dimensiondata.com>


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