Creating and editing reason codes
Reason codes are two part codes that consist of an Event mode and an Event reason. Time Collection reason codes Representation of an external data source event in WFM, which consists of an Event Mode and Event Reason. are the codes that a data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs., typically an ACD, sends to the Workforce Optimization Solution when an employee logs in, logs out, or changes state.
My Time reason codes are the codes that the Workforce Optimization Solution can send to a data source, typically an ACD, to change the state of employees’ phones.
Terminology varies among ACD vendors but the Event modes are often referred to as states, events, or modes on the ACD.
The Reason Codes feature is only available for Phone data sources.
When you create Reason Codes, the names must be unique.
Procedure
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Navigate to Data Sources > Settings from either the Integration Management or Recording Management module.
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On the left pane, select the data source for which you want to view, create or edit reason codes.
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Click the Reason Codes page.
The Data Source Reason Codes list displays in the right panel of the page, with columns for Reason Code, Event Mode, Event Reason, Shift Operation, and Origin Data Source.
Event Reason values are dictated by the data source. Consult the data source documentation to determine the correct values. The Event Reason UNAVAILABLE means that no Event Reason will be sent to or received from the data source for that particular Event Mode.
The Shift Operation column determines the impact the reason code has on the shift Work period in WFM that has a definite length.. For example, some sites have several reason codes for Logoff. When an event that is marked as End Shift is received, the system closes the shift.