Unavailable Codes

Unavailable codes are reasons your agents are not able to handle interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. They're available in the agent application as unavailable states. When agents cannot take interactions, they can change their state to unavailable by selecting one of the unavailable codes assigned to their team.

By default, NiCE CXone has several system codes. You can create custom unavailable codes to meet the needs of your organization. After creating codes, you can assign them to teams. This gives you control over the reasons agents can choose for not taking interactions. You can use unavailable codes to track agent behavior in reporting.

The List of Unavailable Codes report in Dashboard shows you all of the unavailable codes in your system. The System/Custom field in the report tells you whether each code is a system or custom code.

Each unavailable code has an audit history tab that displays a table of information about the creation and last modification of the unavailable code. You can see what was modified, when it was modified, and who did the modification. Audit history tables can become very large, so you can use search and filter tools to limit the display.

Unavailable Code Timeouts

Unavailable codes can time out. An agent can stay in the unavailable state only so long before the system automatically logs them out. For example, if an agent leaves for the day and accidentally selects the Lunch unavailable code, this timeout limit prevents them from being logged as Lunch overnight and significantly skewing reports.

The default timeout for an unavailable state is 120 minutes. You can set the time between 30-720 minutes for custom unavailable codes.

System Unavailable Codes

System codes are automatically defined in NiCE CXone and cannot be assigned to agents or edited. They represent automated agent states. The system code Unavailable (3) is the code for your agents' state when they log in to their agent application.

Some system codes surface in reporting under the System code type. For example, the system code Unavailable (3) appears alongside the custom codes your organization creates. Refused (-1) time is counted as Unavailable by default.

NiCE CXone uses the following system unavailable codes for automated agent states: 

• 3 = Unavailable
• 2 = Outbound
• 1 = ACD
• 0 = Available
• -1 = Refused
• -2 = HeldPartyAbandoned
• -3 = InboundPending
• -4 = OutboundPending
• -5 = ConsultPending
• -6 = DialerPending
• -7 = TransferPending
• -8 = CallbackPending
• -9 = PromisePending
• -12 = LogoffPending
• -13 = PreviewNotification