These codes provide visibility into why an agent is unavailable, such as breaks, meetings, training, or system issues.

Busy Codes are used in real-time monitoring and historical reporting to improve staffing analysis, adherence tracking, and operational transparency.

Manage Busy Codes for Agents

All UC and CC agents will be listed on the left side of the box and Busy Codes will be listed on the right side of the box.

When selecting one agent, they can be individually assigned one or more Busy Code(s).

When selecting multiple agents, they can be assigned together with one or more Busy Code(s).

At the bottom-right of the page, click Save to apply all changes.

Creating New Busy Codes

1. At the bottom-left of the page, click Create New Busy Code
2. Enter an appropriate name of the code
3. Click Submit to create the new busy code