Not Ready Reason Code on RTD

[atchuvely101]

Not Ready Reason code do not show on the RTD. The RTD was customized to add the reason code column and the reason is populating properly in reports but doesn't show up on RTD.

Any suggestions appreciated.

MJ

 

[johnjose]

Are you on release 6,
Do you use Call Center Agent Desktop?

jj

 

[atchuvely101]

Yes release 6 and no Agent Desktop Disply, just customized RTD

 

[mte0910]

I have a question in this venue. I have Not Ready Reason Codes working at all my sites, except for one. At this one site, only 5 agents can enter a NR Code and have it show up on the RTD. The next agent and all agent after that can enter a code, but it never appears on the RTD. The 5 agents change all the time, so this is not a set issue. Does any one know of an ACD setting or parm that would have such an effect as this?

 

[Milesprower]

For atchuvely101, this is basic, but I'll ask: When you set up the Not Ready Reason codes in CCMA, did you enter a Display Name? There are three columns: Name, Number, and Display Name. The Display name is what is used in the customized RTD.

For mte0910, I have no idea why the display of the NR reason codes is capped at five. Please keep us informed of the status of this issue.