Duplicate Reason Code for voice in WFM

[mduran22]

In the adherence reports we are seeing agents with up to 4 reason codes next to the state. We are using Voice, Chat, and email, so would should see up to three reason codes. After further investigation it looks like WFM is displaying the ReasonCode in attributeReason and attributeExtensions. Is there a way to have WFM only look at AttributeReason reason codes?

In addition, for chat and email, is there a way to ignore reason codes from Interaction Server so that only the voice reason codes are used in WFM?

Thanks,
Mike

[mduran22]

It turns out that the softphone client is sending a ReasonCode under both attributeExtensions and attributeReason attribute lists when sending the request for not ready which is causing the duplicate reason codes in adherence (and CCPulse).

Stat server uses the attr_reason_system_name attribute from IXN to set ReasonCode for voice and chat. According to Genesys the client would have to leave this empty attribute empty to avoid WFM picking up reason codes media channels. Otherwise adherence rules need to be set to handle the combinations.