ReasonCode

The ReasonCode object represents a reason code that can be applied when an agent changes state. There are two categories of reason codes: not ready reason codes and sign out reason codes.

Administrators can use either the ReasonCode APIs or the Finesse administration console to configure not ready and sign out reason codes. When using the APIs to configure reason codes, the administrator specifies the category of reason code in the request (NOT_READY or LOGOUT).

To prevent reporting problems, define your reason codes consistently on both Finesse and the platform (Unified CCE or Unified CCX). For example, if you create a not ready reason code in Finesse with a code of 413 and a label of "Meeting", but create a not ready reason code in Unified CCE with a code of 413 and a description of "Lunch Break", the Unified CCE report shows "Lunch Break" for any agent who selects that code. For more information about predefined reason codes for Unified CCE, see the Cisco Unified Contact Center Enterprise Reporting User Guide (http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_user_guide_list.html). For more information about predefined reason codes for Unified CCX, see the Cisco Unified Contact Center Express CTI Protocol Developer Guide.

Note	System reason codes are defined by Unified CCE and Unified CCX. These reason codes are used by Finesse but not listed in the ReasonCode APIs.

The ReasonCode object is structured as follows:

Code Snippet

Copy<ReasonCode>
   <uri>/finesse/api/ReasonCode/{id}</uri>
   <category>NOT_READY|LOGOUT</category>
   <code></code>
   <label></label>
   <forAll>true|false</forAll>
   <systemCode>true|false</systemCode>
</ReasonCode>