Configure agent inactive reasons so supervisors can track why agents are unavailable and maintain accurate contact center reporting.
1. Open the Web Client and click Settings to access administrative settings.
2. Go to Contact Center Configuration and select Inactive Reasons to open your inactive reason list.
3. Edit an existing reason with Edit, or create a new option using Add New Reason.
Access Inactive Reasons
In the Web Client, click Settings (A) to open all available administrative settings.
Select Contact Center Configuration (B) to access all Contact Center configuration settings, including inactive reasons.
From the Configure Contact Center settings, click Inactive Reasons (C) to view and manage your inactive reason list.
Edit Or Delete An Inactive Reason
Locate the inactive reason you want to change in the list.
Click Edit (D) to open the inactive reason details.
Update the text in Inactive Reason Name (E) to reflect the new label.
Click Save (F) to apply your changes and return to the list, or click Cancel (G) to discard changes.
To remove a reason entirely, click Delete (H) next to the inactive reason.
Add A New Inactive Reason
Scroll to the bottom of the inactive reasons list to find the entry field.
In the Add New Reason (I) field, enter the label you want Agents to see as an inactive option.
Click + (J) to add the new inactive reason and make it available for use.