The List of Unavailable Codes report is a filterable, in-depth view of all unavailable codes, both default and custom, for your contact center. When you select a row in the report table, the Historical Data table populates with information about the selected entity. Each row in the Historical Data table displays the entity's details before a modification was made.
Permissions
You must have these permissions:
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Dashboard > Dashboard Templates > List Of Unavailable Codes :On
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Dashboard > Dashboards: View
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Dashboard > Dashboards: Edit (optional)
If you cannot access the prebuilt reports, check with your administrator. The administrator can find these permissions in CXone Mpower. Go to Admin > Security Settings > Roles and Permissions and select the role.
Use CaseAn administrator wants to track changes to unavailable codes and understand how they have evolved. By using the List of Unavailable Codes report, the administrator can filter and view both default and custom codes. Selecting a row displays historical data, showing how each code was modified over time. This helps ensure accurate reporting, supports auditing efforts, and enhances code management across the organization.
The List of Unavailable Codes report displays a table with all the unavailable codes that meet the filter criteria. You can filter the data in this report by ACW State that allows an agent to complete work requirements after finishing an interaction. or status.
Data in this Report
This prebuilt report includes:
The List of Unavailable Codes report has multiple columns that present data attributes and metrics. The tables below provides a description for each column.
Current List of Unavailable Codes
| Attribute | Description |
|---|---|
|
Unavailable Code |
The unique ID assigned to each unavailable code. |
|
Unavailable State Name |
The name of the unavailable code. |
|
Status |
Whether the unavailable code is set to active or inactive. |
|
ACW |
Whether the unavailable code can be used with ACW or not. The field format is either TRUE or FALSE. |
|
System/Custom |
System or Custom |
|
Created by ID |
The ID of the user who created the unavailable code. |
|
Created by First Name |
The first name of the user who created the unavailable code. |
|
Created by Last Name |
The last name of the user who created the unavailable code. |
|
Created Datetime |
The date and time the unavailable code was created. |
|
Modified By ID |
The ID of the user who last modified the unavailable code. |
|
Modified By First Name |
The first name of the user who last modified the unavailable code. |
|
Modified By Last Name |
The last name of the user who last modified the unavailable code. |
|
Modified Datetime |
The date and time the unavailable code was last modified. |
Historical List of Unavailable Codes
| Attribute | Description |
|---|---|
|
Unavailable Code |
The unique ID assigned to each unavailable code. |
|
Unavailable State Name |
The name of the unavailable code. |
|
Status |
Whether the unavailable code is set to active or inactive. |
|
ACW |
Whether the unavailable code can be used with ACW or not. The field format is either TRUE or FALSE. |
|
System/Custom |
System or Custom |
|
Modified By ID |
The ID of the user who last modified the unavailable code. |
|
Modified By First Name |
The first name of the user who last modified the unavailable code. |
|
Modified By Last Name |
The last name of the user who last modified the unavailable code. |
|
Modified Datetime |
The date and time the unavailable code was last modified. |