Unavailable codes are reasons that your agents are not able to take contacts. These codes display in the availability bar of an agent application as unavailable states. When your agents use an agent application, they can change their status in the availability bar and select an unavailable state (unavailable code). Unavailable codes are useful for tracking agent behavior and for reporting.
Key Facts About Unavailable Codes
- By default, CXone Mpower includes one unavailable code called Unavailable. This is the code for your agents' state when they log in to their agent application.
- You can create custom unavailable codes for your agents.
- If your agents use MAX, the default Unavailable code is not an option if you set up custom unavailable codes.
- Unavailable codes can time out. In other words, an agent can stay in the unavailable state only so long before the system automatically logs them out. For example, if an agent leaves for the day and accidentally selects the Lunch unavailable code, this timeout limit prevents them from being logged as Lunch overnight and significantly skewing reports.
- The default timeout for an unavailable state is 120 minutes. You can set the time between 30-720 minutes for custom unavailable codes. To edit a code's timeout duration, go to ACD > ACD Settings > Unavailable Codes.
- Certain codes are reserved for system use. You cannot use these as custom unavailable code IDs.
Each unavailable code has an audit history tab that displays a table of information about the creation and last modification of the unavailable code. You can see what was modified, when it was modified, and who did the modification. Audit history tables can become very large, so you can use search and filter tools to limit the display.
Reserved Unavailable Codes
The listed codes are reserved for use by CXone Mpower. You can use any numeric value not listed to create custom unavailable codes.
- 3 = Unavailable
MAX only displays this default Unavailable state to agents if no custom unavailable states have been created. If your organization has configured custom unavailable states, only those custom states will be available to agents.
- 2 = Outbound
- 1 = ACD
- 0 = Available
- -1 = Refused
- -2 = HeldPartyAbandoned
- -3 = InboundPending
- -4 = OutboundPending
- -5 = ConsultPending
- -6 = DialerPending
- -7 = TransferPending
- -8 = CallbackPending
- -9 = PromisePending
- -12 = LogoffPending
- -13 = PreviewNotification