Set an Agent in Misc Aux

[azizshaik]

Hi,

How do i set an agent in to a Misc Aux, looks like finesse doesn't accept a not ready reason code of 0 or -1.

but when the agent initially logs in he/she is set in to default not ready state with a reason code of -1.

Can one please help me with this issue.

[dekwan · Accepted solution]

Hi,

Agents can only set their reason code to a configured reason code (from the Administrator console). Finesse puts the reason code to be -1 as a default, but it can never be set to -1. When creating reason codes on the Admin page, it must be 1 or above.

So, it is not possible to set it to 0 or -1. You can add a reason code that can be used as misc, but it must be 1 or above.

Thanx,

Denise

[Sean Ferguson]

We use reason 0 for any login/logout activity but now with Finesse it appears that 0 cannot be set by the agent. Is there a way to override which reason is used when logging in so that we don't have to track this time in two separate reason codes?

[dekwan]

Unfortunately there isn't a way to override the reason code when the agent logs in.

Thanx,

Denise