Customizing Reason Codes

[Papa Bear]

We are using Genesys 6.5 with ccon and enterprise routing.
Our reporting people would like to add several new reason codes to be set by agent and they want me to figure a way to record the result with ccon.

Is it possible? What do I need to do? Please help!

[MikaelJansson]

Hi !
ccon as you probobly now stores "AttachData" in db ables.
What you can do is to let the AgentSoftphone attach reason codes as attachdata. And then you can draw reports based on the db ables that the data is stored in.
/ Micke

[Vic]

Yes, it is possible.

There are two ways to do it one attaching the reason code as attachdata to the call and store it in EVREFEX and another would be distributing the agent reason code so that it would be stored in AREC table of CCON.

The major difference is that, even though the second one is much harder, it allows you to track agent reason codes even without agent handling the call. Toilet breaks, smoking breaks, etc...

I will focus on the second one, since it is a bit harder.

First, you will need to define all your reason codes. Write it down on a piece of paper somewhere and remember it.
Then assign number to each one of them with a value greater than 200.

After you did that, you will need to modify your StatServer options and add the following:

AgentRecordUserTypes= [state code],[the key of the attached data]
AgentRecordUserTypes=215,EatingNoodles,216,Sleeping,217,PlayingWithHandset

AgentUserFields= [type],[custom field name],[the key of the attached data]

AgentUserFields=int,REASON,reason_code

Add field name REASON into AREC table as field type "int"

Then, have people who designed softphone to allow for RequestDistributeUserEvent when agent needs to issue a reason code:

RequestDistributeUserEvent
AttributeUserData
'FellAsleep' '+'
'reason_code' '215,5'

for example.

This will record the agent state into AREC table and the time it was issued.

Does it make sense?