Documentation:HTCC:IWWDep:ActionCodes:9.0.0

Configuring Not Ready Reason Codes

Agent Workspace provides "reasons" with which agents can specify details about their NotReady status, for instance: Lunch, 15 minute break, Appointment, Meeting, and so on. These reasons are configured by creating Action Code objects of type Not Ready.

Each Not Ready Reason can be customized by creating a section named [interaction-workspace] in the annexes of Action Code objects that are used to define Not Ready Reason codes. Agent Workspace automatically reads all Not Ready Reasons created this way.

Example: Use Genesys Administrator Extension for this procedure:

Purpose: Create an ActionCode of type NotReady.

Start

1. Open Genesys Administrator Extension
2. Navigate to Configuration > Desktop
3. Click Action Codes
4. Click New
5. For Name, change it to an appropriate name (example: Lunch Break)
6. Tenant should already be populated with the tenant name
7. For Type, select Not Ready
8. For State, ensure it is clicked as Enabled
9. For Code, choose a relevant code for reporting purposes.

Note that codes must be unique within each Type

10. Click Save & Close

End