Teams and Unavailable Codes Report

Report source: DW (Data Warehouse)

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 the agent application, 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 prevents contacts from being delivered to them.

You can use this report to show which unavailable codes have been assigned to each team. You can quickly identify whether the team has been assigned an unavailable code, whether the code is active, and if it is an ACW State that allows an agent to complete work requirements after finishing an interaction (after contact work) code.