Overview
Reason Codes, also known as Statuses, are used by our reporting tools to explain what an Agent is doing when they are not in the Available Status taking calls. As a default setting, all Accounts have Not Ready and Logout Reasons Codes available to Agents in the Agent Interface. For Admins that prefer to use only custom Reason Codes, there are two methods to remove Not Ready and Logout Reason Codes from the Agent Interface.
Contents
Before You Begin
Available, Not Ready, and Logout are the default Statuses that every Account starts with in the Agent Interface. Admins are able to add custom Reason Codes to enhance their reporting and ability to track Agents' activity.
- See Add/Edit a Reason Code to learn more about custom Reason Codes.
Remove Using Global Setting
The first method for removing these default Reason Codes from the Agent Interface is using a setting on the Global Settings page.
1.) Click the Account main menu.
2.) Click the Global Settings menu option.
The Global Settings page will open.
3.) Scroll down to the Remove from Agent? field.
4.) Select from the drop-down:
- Leave Default
- Remove Not Ready: Only the Not Ready Status will be removed.
- Remove Logout: Only the Logout Status will be removed.
- Remove Both: Removes the Not Ready AND Logout Statuses.
5.) Click the Apply Changes button.
Remove Using Reason Codes Setting
The second method for removing these default Reason Codes from the Agent Interface is using a setting on the Reason Codes page.
1.) Click the Account main menu.
2.) Click the Reason Codes menu option.
The Reason Codes page will open.
3.) Locate the Remove from Agent? field below the table.
4.) Select from the drop-down:
- Leave Default
- Remove Not Ready: Only the Not Ready Status will be removed.
- Remove Logout: Only the Logout Status will be removed.
- Remove Both: Removes the Not Ready and Logout Statuses.
Agent Perspective
Here is how the different options for this setting impact the Agent's experience in the Agent Interface.
Leave Default:
Both the default Logout and Not Ready Statuses are visible in the Status drop-down.
Remove Not Ready:
The Not Ready Status is removed from the Status drop-down.
Remove Logout:
The Logout Status is removed from the Status drop-down.
Note: Agents still need a Status for logging themselves out of the Agent Interface; in the image above, they would use the End of Shift Status to fully sign out.
Remove Both:
The default Not Ready and Logout Statuses are removed from the Status drop-down.
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