Agent Feature Configuration with Agent Desk Settings List Tool
You must associate each voice Agent record with an agent desk setting (not necessary for non-voice agents). You can use the agent desk settings list tool configuration to associate a set of permissions or characteristics with specific agents. You can use the agent desk settings list tool to configure the following agent features:
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Agent Wrap-up
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Reason Codes
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Redirection on No Answer
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Emergency and Supervisor Assist Calls
Note |
In Parent/Child deployment type, the agent name is automatically configured for the customer. Spaces are not allowed in agent IDs. In a specific scenario, if a child agent is created with a space or a "-", in either the First Name or Last Name field, the name are not created on the parents. |
Note |
For any change, you perform in the Agent Desk Settings to take effect, log out and then log in to the Finesse Agent Desktop. |
Agent Wrap-Up
Agents can enter Wrap-up mode after completing a call. Wrap-up mode enables the agent to finish with any tasks that require after-call work before entering a Ready state. When in Wrap-up mode, the agent is not routed any additional tasks.
Agents can manually enter Wrap-up state by activating the wrap-up button on their soft phone. You can also configure agent desk settings so that agents automatically enter Wrap-up mode after finishing each call.
When you create agent desk settings using the Unified ICM/Unified CCE Administration User Interface, you can specify whether agents enter Wrap-up mode automatically after finishing incoming calls. The Work Mode Settings allow you to specify whether the agent must enter Wrap-up mode after incoming calls. You can also use these settings to require agents to enter reason codes while in Wrap-up mode (incoming calls only).
Reason Codes
Agents select Reason Codes when they:
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Log out of the agent desktop system
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Enter Wrap-up mode after a call
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Change to a Not Ready state
Reason Codes allow you to track the agent's state and logout status as it changes. You configure Reason Codes using the agent desktop application.
Agent Desk Settings That Affect Reason Codes
Agent desk setting option |
Affects this type of reason code |
---|---|
Work mode on Incoming |
Wrap-up |
Idle reason required |
Not Ready |
Logout reason required |
Logout |
Wrap-Up Reason Codes and Work Mode
If you use the agent desktop, you can use the Work Mode on Incoming option on the agent desk settings list window to specify when and if agents are required to enter Reason Codes when entering Wrap-up for incoming calls. The following table describes Work Mode on Incoming options and explains how Reason Codes are related to each.
Work Mode |
Description |
Reason Code |
||
---|---|---|---|---|
Required |
Ensures that the agent automatically enters Wrap-up state after completing the call. |
The agent can choose to enter a Reason Code. |
||
Optional |
Allows agents to choose whether to activate the wrap-up button or the Not Ready button at the end of the call. |
If the agent uses the wrap-up button, the agent can choose to enter a Reason Code. |
||
Not Allowed |
Restricts the agent from entering Wrap-up mode. The agent can go into Not Ready mode. |
The agent can decide whether to enter a Not Ready Reason Code. |
||
Required with wrap-up data |
Ensures that the agent automatically enters Wrap-up state after completing the call.
|
The agent must enter a Reason Code. |
Predefined Reason Codes
Unified CCE uses several predefined reason codes to indicate certain system events, described in the following table.
Reason Code |
Description |
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---|---|---|---|
32767 |
Agent state changed because the agent did not answer the call. |
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50001 |
The CTI client disconnected, logging the agent out.
|
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50002 |
A CTI component failed, causing the agent to be logged out or set to Not Ready. This could be due to closing the agent desktop application, heartbeat time out, a CTI Server failure, or CTI server client failure (like Finesse.) |
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50003 |
Agent was logged out because the Unified CM reported the device out of service. |
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50004 |
Agent was logged out due to agent inactivity as configured in agent desk settings. |
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50005 |
For a Unified CCE agent deployment, where the Agent Phone Line Control is enabled in the peripheral and the Non ACD Line Impact is configured to impact agent state, the agent is set to Not Ready while talking on a call on the Non ACD line with this reason code. |
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50010 |
Agent was set to Not Ready state because the agent was routed two consecutive calls that did not arrive. |
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50020 |
Agent was logged out when the agent's skill group dynamically changed on the Administration & Data Server. |
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50030 |
If an agent is logged in to a dynamic device target that is using the same dialed number (DN) as the PG static device target, the agent is logged out. |
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50040 |
Mobile agent was logged out because the call failed. |
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50041 |
Mobile agent state changed to Not Ready because the call fails when the mobile agent's phone line rings busy. |
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50042 |
Mobile agent was logged out because the phone line disconnected while using nailed connection mode. |
||
-1 |
Agent reinitialized (used if peripheral restarts). |
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-2 |
PG reset the agent, usually due to a PG failure. |
||
-3 |
An administrator modified the agent's extension while the agent was logged in. |
These reason codes appear in these reports:
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Agent log out reports if the event caused the agent to log out.
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Agent real time reports if the agent was set to a Not Ready state.
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Agent Not Ready reports.
Important |
For reporting on all PGs other than VRU PGS, be sure to select the Agent event detail check box on the Agent Distribution tab in the Unified ICM/Unified CCE Administration User Interface's PG Explorer tool. You must select this check box to report on Not Ready Reason Codes. |
Redirection on No Answer
You can configure your Unified CCE system to handle and accurately report on situations when the agent does not answer their phone. These situations are referred to as Redirection on No Answer.
Although you can specify some values that control Redirection on No Answer situations, configuring Redirection on No Answer involves additional steps:
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Unified ICM/Unified CCE configuration
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Unified ICM/Unified CCE scripting
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Unified CM configuration
Redirection on No Answer conditions are handled by two routing scripts: the initial routing script and a script specifically set up for these conditions. The initial routing script handles the incoming call; when the call is redirected on no answer from the agent's IP phone, the script branches to another script set up specifically for Ring No Answer conditions. For more information on Redirection on No Answer, see the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_user_guide_list.html.
Note |
The Target Requery script feature, implemented using the Label, Queue, Route Select, and Select nodes, is not supported for Unified CCE systems; however, it is supported for Cisco Unified Customer Voice Portal (Unified CVP). |
Emergency and Supervisor Assist Calls
Agents can activate Supervisor Assist or Emergency Assist buttons on their desktop when they need special assistance from the primary or secondary supervisor assigned to their team.
Agents can use the Supervisor and Emergency assist features, regardless of whether or not they are on a call.
There are two types of Supervisor and Emergency Assist calls:
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Existing call—Consult must be selected as an option on the agent desktop settings for supervisor or emergency assist. If the agent is on a call when they activate either the supervisor or emergency assist feature on their desktop, the CTI software activates the conference key on behalf of the agent's phone and calls the supervisor via the Supervisor or Emergency Assist script. (This example assumes the emergency or supervisor assist script has an Agent-to-Agent node to find a supervisor.) The supervisor answers the call and consult privately with the agent. During the consultation, the supervisor can decide to barge into the call.
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No call—If the agent is not on a call when they activate either the supervisor or emergency assist feature on the agent's desktop, the CTI software activates the make call functionality on behalf of the agent's phone and calls the supervisor via the Supervisor or Emergency Assist script.
Note |
Blind Conference is not supported for Emergency and Supervisor Assist. |