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Glossary:Reason Code

Information that is entered by an agent to indicate their status and specify to the ACD the types of calls to which the agents are handling, which supplements real-time agent states. A reason helps define the precise nature of the agent state to which it is attached.

This functionality requires a switch that supports the inclusion of reason codes with Genesys TEvents, or a custom agent desktop that adds reason codes. Formerly called Aux Code.


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This page was last modified on October 14, 2016, at 10:07.