We've got a use case where supervisors are using the LOGOUT reason code for simple workforce tracking (Break/Sick/Vacation/etc) and need to be able to correct the code if it's not chosen correctly by the agent. Is there any other way to change the reason code via the Finesse API in CCX or CCE?

Unfortunately, this isn't possible. There isn't an API available to only update the reason code. Also, Logout -> Logout is an invalid transition state (per CCE/CCX). For agent state changes, Finesse sends the request directly to CCE/CCX.

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Changing LOGOUT Reason Code

We've got a use case where supervisors are using the LOGOUT reason code for simple workforce tracking (Break/Sick/Vacation/etc) and need to be able to correct the code if it's not chosen correctly by the agent. Is there any other way to change the reason code via the Finesse API in CCX or CCE?

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