Reason Code Report Definition

What the Reason Code row type represents on a report, and what to expect in the resulting rows and columns.

The Reason Code row type is a Summary-style report, described in full on Row Types. Summary reports aggregate values for a given grouping rather than listing individual records; each row represents one member of that grouping.

What	Description
It Represents	A configured reason code, applied by agents to explain a DND, group login/logout, or extension login/logout event.
To Expect	One reason code per row.

Metrics

The Reason Code row type offers 3 predefined metrics, listed below with their row-type-agnostic definitions.

Metric	Definition
`Reason Code Count`	The number of times a reason code was used, within a report row's scope. Reason codes are configurable labels agents apply to Do Not Disturb/Not Ready, Group Login, and Extension Login through the Contact Center Agent Client (CCAC).
`Reason Code Duration`	The total, maximum, minimum, or average duration a report row's scope spent under a specific reason code.
`Reason Code Use by Unique Agent`	The number of distinct agents who used a given reason code, within a report row's scope.

Updated about 6 hours ago