Configure agent inactive reasons so supervisors can track why agents are unavailable and maintain accurate contact center reporting.
You must be signed into the Web Client as an Administrator to access the Settings icon and edit inactive reasons.
Quick Start
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
System-inactive reasons will not have the edit or delete icons. Updates to inactive reasons will immediately become available in the Status Bar and Dashboard for logged-in Agents.
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
New inactive reasons will immediately become available in the Status Bar and Dashboard for logged-in Agents.
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.