Not Ready Reason Codes in Real Time Display

[PhilMyWallet]

I have configured telsets to utilise NR Codes. This works fine in Historical reporting but not in the real time display.

I have 6 codes

ACW
BREAK
MEETIN
COACHING
TRAINING
PERSONAL

For some reason 'Break' will not display in real time.

Initally I thought it was due to using Code '1', so I changed it to code 7. This did not work. I then thought it may be getting confused with Break status, so I changed the name to 'REST'. Still not resolved. The Display name is in input, all other codes work.

Any ideas?



Phil

 

[charliesp]

Make sure agents release calls before going into Not Ready. If they terminate a call by simply pressing Not Ready it may stop the reason code displaying.

 

[PhilMyWallet]

Found the solution, but it's a weird one.

In configuration if I change the code name & the display name together, from that point on it will display the previous data held.

i.e. I changed from Break to rest & the real time display then showed Break. When I changed it back from Rest to Break, it then showed Rest in real time.

Solution.....

I changed the display name first (submitted this) then changed the Code name (submitted this), it then works.

I have had a chat with someone internally & he has a theory that if both are changed at the same time, there is nothing for the names to refer to whilst changing & therefore uses the previous input as a default.

Kind of makes sense, how whacky is that?