Release Note

Chapter A Cisco Unified CCX Reason Codes
About Reason Codes
A-2
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
About Reason Codes
Reason codes are initiated by the agent from the Cisco Agent Desktop or are
generated by the system. For details on agent-triggered reason code explanations
see the Cisco Agent Desktop User’s Guide and the Cisco Desktop Administrator
User’s Guide.
The system-generated reason codes are displayed in the following reports when
the Unified CCX server moves an agent to the Logout or Not Ready states:
• Logout reason codes: The Agent Login Logout Activity Report displays
detailed information about the login/logout date, time, and other details for
each session during the report period (see
Agent Login Logout Activity
Report, page 3-18).
• Not Ready reason codes: The Agent Not Ready Reason Code Summary
Report displays information about the length of time each agent spent in Not
Ready state during a specified report period. For each agent, the total time
spent in the Not Ready state is displayed along with other details (see
Agent
Not Ready Reason Code Summary Report, page 3-20).
• Logout and Not Ready reason codes: The Agent State Detail Report
displays about when the agent changed from one state to another. (see
Agent
State Detail Report, page 3-23).
Each system-generated reason code in these reports are associated with an event
indicating the agent’s status (see
System-Generated Reason Code Events,
page A-2).
System-Generated Reason Code Events
The following events trigger system-generated reason codes:
• AGT_RELOGIN = 32767
• CLOSE_CAD = 32766
• CONNECTION_DOWN = 32765
• CRS_FAILURE = 32764
• AGT_RNA = 32763
• AGT_OFFHOOK = 32762