Symposium - Activity Codes - reports not showing codes

[Swinng]

Hi

I have created activity codes in symposium and the phones also have a button come active when i go into not ready to enter the codes.

But when I try to run a report on the code nothing is showing up just the regular not_ready_default

Any suggestions as to where I am going wrong

 

[Trevatwork]

I had same problem here is the thread # thread959-1331958


Here is what i did to get them working


I created custom codes in contact centre

I added nrac = yes on the acd

I added an acnt button on phones

works well. When agent goes not ready actcode button flashes on phone enter custom activity # example: 3 for break
then run report works well

Trevor

 

[Trevatwork]

To see it in the report i go to historical reporting
and under agent performance i have a report for not ready reason codes by agent, the only problem is if agent does not input a reason code it displays the default code in the report

Trevor

 

[Swinng]

I have gone throught all the steps above but I a still not getting a report back for my codes

An agents goes to not ready - the activity button starts to flash

We enter the code and press the activity code button
eg #003 break code

The button stops flashing but the phone screen has

003
Enter Activity code

I then leave it for a few minutes and run a report. The report still does not show this activity code. Am I missing a step on the phone? or some setting?

 

[Trevatwork]

The button stops flashing but the phone screen has

003
Enter Activity code


Did you press # after entering code, then phone should say "not ready"

Trevor

 

[Trevatwork]

Also I have to wait for the next interval (15 mins) before they will show up in historical reports

Trevor

 

[Swinng]

When i enter 003# the number is cleared but it still has

enter activity code on the screen

The button does stop flashing

So # seams to clear the number from the screen

 

[Milesprower]

I'm not sure from your post, but it appears that your process may be missing the initial Activity Code Key press. Here's how it works:

Agent presses "Not Ready"
Activity code key begins to flash
Agent presses Activity code key (key stops flashing)
Agent enters Not Ready Reason Code
Agent completes the process by pressing the Activity Code key