Set Up Unavailable Codes

CXone Mpower contains default unavailable codes, including a general Default state your agents can select. You can set up custom unavailable codes for your agents to use in addition to, or instead of, the default. Custom unavailable codes allow more accurate reporting of your agents' time .

Complete each of these tasks in the order given.

Create Unavailable Codes

Required permissions: Unavailable Codes Create

  1. Click the app selector icon of app selector and select ACD.
  2. Go to ACD Settings > Unavailable Codes.
  3. Click Create New.
  4. Enter a value in Unavailable Code Name.

  5. Configure other additional fields as needed.

    Field Details
    After Contact Work

    When selected, this code specifically becomes an unavailable state for ACWClosed State that allows an agent to complete work requirements after finishing an interaction. in an ACDskill. Supervisors can open an ACDskill and select this unavailable code as the ACW for that skill. Agents cannot select the code for themselves and will not even see it in their list of states.

    Agent Timeout (Min)

    Number of minutes 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. The field accepts values from 30 to 720 minutes.

    If you have users who don't actively take contacts, such as a manager or a supervisor, then you can create a separate unavailable code for them and set the timeout higher. For example, a manager might be on the system for 8 hours. You use this method to prevent the system from kicking them out every 120 minutes.
  6. Click Create Unavailable Code.

After creating the new unavailable code, it is automatically active and ready to be applied to a team. If you are moving straight to that next task, begin with step 4.

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. You can do this through the unavailable code's settings or through the team's settings. Either method produces the same result.

  1. Click the app selector icon of app selector and select ACD.
  2. Go to ACD Settings > Unavailable Codes.
  3. Click an unavailable code to open it.

  4. Click the Teams tab.

  5. In the Add Teams section, click the checkboxes next to the teams you want to add, then click Add Teams. The selected teams appear immediately in the Assigned Teams section, and the code is available to team members.

  6. To remove an assigned team, you can reverse the previous step. Users associated with the removed teams can no longer see or use the unavailable code.