Set Up Unavailable Codes

The CXone system contains default unavailable codes for agents to use when leaving their desk. You can set up additional, custom unavailable codes for your agents to use. Custom unavailable codes assist in more accurate reporting of your agents' time spent during the day. To set up custom unavailable codes, you must first create the unavailable code, then apply the code to the team(s) that you want to access and use the unavailable code.

Create Unavailable Codes

Required permissions: Unavailable Codes Create

You can create any number of unavailable states to cover training, after contact work (ACW), or other events that might prevent an agent from handling contacts. When you create a new unavailable code, you must fill in the fields in the unavailable code modal.

Screenshot of the page used to create an unavailable code.
  1. Click the app selector and select ACD.
  2. Go to ACD Settings > Unavailable Codes.
  3. Click Create New.
  4. Type the name of the code in the Unavailable Code Name field.
  5. Configure other details of the unavailable code on this page.
    FieldDetails
    Post Contact / After Contact WorkWhen selected, this code becomes available to use as an after contact unavailable state for an ACD skill instead of a selectable outstate for agents.

    When editing the unavailable code, you will see the Post Contact checkbox, but after saving the unavailable code, the field changes to After Contact Work. Selecting the Post Contact checkbox sets the unavailable code to an ACWClosed State that allows an agent to complete work requirements after finishing an interaction state (or Post Contact=Yes), which means that supervisors can open an ACD skill and select this unavailable code as the ACW for that skill. If you select the Post Contact checkbox, the code cannot be used as a normal unavailable code, which results in agents not being able to view or select it from the agent state bar in the agent application.

    Agent Timeout (Min)

    The number of minutes that the agent can spend in an unavailable state before it automatically changes. If you leave this field blank, the default time of 120 minutes applies.

    If you have users who do not actively take contacts, such as a manager or a supervisor, then you can set the timeout to a higher time limit. In other words, your manager may be on the system for 8 hours, but you don't want the system to kick them out every 2 hours (120 minutes), so you can set the timeout to 10 hours for their specific role.

  6. Click Create Unavailable Code.

After creating the new unavailable code, it is automatically active and ready to be applied to a team.

Apply Teams to Unavailable Codes

Required permissions: Unavailable Codes Edit

Applying a team to an unavailable code allows agents of the team to use the unavailable code. The following steps explain how to apply a team to an unavailable code through the unavailable code's settings. You can also apply an unavailable code to a team through the team's settings. CXone provides the two locations for your convenience, despite both locations accomplishing the same thing.

Image of Teams tab of an unavailable code's settings.
  1. Click the app selector and select ACD.
  2. Go to ACD Settings > Unavailable Codes. If you just created a new custom unavailable code, you should already have the unavailable code open and can skip the next step.
  3. Click an unavailable code to open it.

  4. Click the Teams tab.

  5. In the Add Teams section, click the check boxes next to the teams you want to add to your unavailable code. Click Add Teams to move the selected teams to the Assigned Teams section. Any teams that you add to the unavailable code can be viewed immediately in places where the unavailable code is selected.

  6. You can also use the same functionality to move unavailable codes from the Assigned Teams section back to the Add Teams section. As a result, users associated to the teams you move back can no longer use the unavailable code.