These codes provide visibility into why an agent is unavailable — such as breaks, meetings, training, or system issues. Busy Codes appear in real-time monitoring and historical reporting to support staffing analysis, adherence tracking, and operational transparency.

Accessing Busy Codes

Busy Codes are accessible to accounts with Supervisor or Admin permissions.

1. Navigate to User Management > Busy Codes
2. All UC and CC agents are listed on the left; all configured busy codes are listed on the right

Assigning Busy Codes to Agents

All UC and CC agents are listed on the left side of the page; busy codes are listed on the right. One or more codes can be assigned to a single agent individually, or to multiple agents simultaneously.

Click Save to apply all changes.

Creating a Busy Codes

1. Click Create New Busy Code
2. Enter a name for the code
3. Click Submit