Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on March 19, 2014, 01:57:18 PM

Title: WFM Adherence Display ReasonCode as name, not code?
Post by: PFCCWA on March 19, 2014, 01:57:18 PM

Hello,

In WFM Adherence (details section), the current state for each agent contains the not ready code as the code itself (NotReadyForNextCall (08)).

Is there a way to display the name ie NotReadyForNextCall (Lunch)?
I thought there was a way but after searching for a while in customer care site, nothing references this specifically, closest one is how to achieve in ccpulse.
The Data Aggregator option 'ReasonCodeKeyName' = 'ReasonCode'.


thanks.

Title: Re: WFM Adherence Display ReasonCode as name, not code?
Post by: mduran22 on March 19, 2014, 05:52:27 PM

The last I checked WFM used the ReasonCode key attribute to display in WFM adherence. The only solution I have seen is to have the softphone send the name in the reason code. Depending on the PBX you are connected to and/or how the notready state is entered the PBX may send a integer reason code under AttributeExtensions in addition to the name, so you may see two values i.e. Notreadyfornextcall (08, Lunch) which you when then have to configure your adherence rules around.