Required security profile permissions: Teams and Unavailable Codes View
Report source: DW
Report refresh rate: 5 minutes
The Team and Unavailable Codes Report is read-only and lists teams and the unavailable codes assigned to them. When agents are logged in to Agent, they can select "Available” to indicate they are ready to handle contacts, or they can select “Unavailable” and an unavailable code to indicate they are unavailable to handle inbound or outbound contacts. Selecting “Unavailable” will prevent contacts from being delivered.
You can use this report to show which unavailable codes have been assigned to each team. If you need to add provide a team with a certain unavailable code, then you can quickly identify whether the team has been assigned the unavailable code or not, and whether the code is active and if it is an ACW (after call work)After Call (or Contact) Work; state that allows an agent to complete work requirements after finishing an interaction. code.