Setting Busy Reasons

Prerequisites

1. The tenant administrator has set a manager for agents.
2. Some operations under the current menu are controlled by separate permissions. If related operation permissions are not configured, the corresponding operations are not supported. For details about the operation permissions that can be configured separately, see Table 1.

Scenario

When an agent needs to update the agent status to Busy after sign-in, the system allows the agent to select a busy reason. After the agent is no longer busy, the agent status can be changed.

Procedure

1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Workbench Configuration > Busy Reason.
2. Click New. The Create Busy Reason dialog box is displayed.

   

   Table 1 GUI elements on the Create Busy Reason page

   Element/Component	Type	Description	Value Range	Triggered Event	Remarks
   Rest Reason Code	Text box	Reason code.	Number: 200–250	Enter	The tenant-level reason code must be unique.
   Description	Text box	Reason description.	The value can contain a maximum of 64 characters. The description cannot contain the following special characters: ~#$%&*/=+<>	Enter	-

3. Click Save.
4. Click to enable the busy reason.

Follow-up Procedure

You can perform the following operations on busy reasons:

• Click to disable the enabled busy reason.
• Click Edit to modify the description of the disabled busy reason.
• Click Delete to delete the disabled busy reason.
• A busy reason used by an agent cannot be edited or deleted after being disabled.