Documentation:HTCC:IWWDep:ActionCodes:8.5.2DRAFT

Configuring Not Ready Reason Codes

Workspace Web Edition provides "reasons" with which agents can specify details about their NotReady status, for instance: Lunch, 15 minute break, Appointment, Meeting, and so on. These reasons are configured by creating Action Code objects of type Not Ready.

Each Not Ready Reason can be customized by creating a section named [interaction-workspace] in the annexes of Action Code objects that are used to define Not Ready Reason codes. Next, define and configure the options in that section to customize the way that not-ready reasons are sent to your T-Server.

Example: Use either Configuration Manager or Genesys Administrator for this procedure:

Purpose: Create an ActionCode of type NotReady in Configuration Manager. Start

1. Open Configuration Manager
2. Go to the appropriate Tenant
3. Navigate to Action Codes Folder
4. Right-click > New > Action Code OR File > New > Action Code
5. For Name, change it to an appropriate name (example: Lunch Break)
6. Tenant should already be populated with the tenant name
7. For Type, select Not Ready
8. For Code, choose a relevant code for reporting purposes.

Note that codes must be unique within each Type

9. Click Apply or OK

End

Purpose: Create an ActionCode of type NotReady in Genesys Administrator. Start

1. Open Genesys Administrator
2. Navigate to Provisioning > Desktop
3. Click Action Codes
4. Click New
5. For Name, change it to an appropriate name (example: Lunch Break)
6. Tenant should already be populated with the tenant name
7. For Type, select Not Ready
8. For State, ensure it is clicked as Enabled
9. For Code, choose a relevant code for reporting purposes.

Note that codes must be unique within each Type

10. Click Save & Close

End