Contact Center (Multimedia) Reason Codes

This provides information on the different types of reason codes and how to use them. Reason codes provide further visibility and opportunities to make sure that your agents are performing to the best of their abilities. This requires Realtime, Agent Dashboards, and Multimedia/Contact Center licenses.

Multimedia Busy Codes

Multimedia Busy Codes represent Not Ready to answer a skills-based call whereas regular Busy Codes represent Not Ready (Avaya IPO and Cisco), Release (ShoreTel), or Aux Codes (Avaya CM).

Multimedia Busy Codes reasons can be whatever you would like, but they are typically represented by lesser activities.

These might consist of:

  • Lunch
  • Restroom
  • Coffee/Smoke Break
  • Refill Drink

To configure the Multimedia Busy Codes, go to the Agent Dashboards Configuration section on the Chronicall main page. Then, select Multimedia Busy Codes.

A list of Multimedia/Contact Center agents will appear.

  • At the bottom of the page, select the "Add Reason Code"
  • Enter a Reason Code
  • Hit "OK"
  • Repeat for as many Multimedia Busy Codes Codes as needed

Once you've created a Reason Code, you can now assign it to the desired agents.

Option One

As you finish a Reason, select the "Blue" person image.

You will now see a list of agents’ names.

  • Check the boxes for those that you would like to assign the Reason Code.
  • Hit "Apply."
  • Repeat with each Reason Code.

Option Two

Once you have created your list of Reason Codes, you can now assign them to the desired agents.

On the left hand side of the menu, hold the "Ctrl" button down on your keyboard and select the desired agents.

Once you have them selected, you can now select the individual check boxes for each of the desired Reason Codes to assign.

Hit "Save."

The Not Ready Reason Code will now be assigned to the selected agents.