How to Use Not Ready Reasons

Overview

Not Ready Reasons provide a systematic approach for agents to communicate their temporary unavailability toggling off Inbound Ready. This feature facilitates transparency by offering clear visibility into an agent's current status and helping supervisors and teams understand why an agent is momentarily not available to handle incoming traffic.

Available Not Ready Reasons

• Email/SMS
• Meeting
• Training
• Break
• Lunch
• On Call
• Off Work
• Strikeout (system-generated, not agent-selectable)

Selecting a Not Ready Reason

When an agent transitions from an "Inbound Ready On" to an "Inbound Ready Off" status, they will be presented with a list of predefined Not Ready Reasons to select from within the dialer interface. This selection process allows for transparent and standardized reporting of an agent's current work state. The agent must choose a reason that most accurately reflects their temporary unavailability.  This list is not customizable.

Visibility of Not Ready Reasons

The selected Not Ready Reason is prominently displayed in the Agent Status screen, Queues Dashboard, and Agent State Report (available from your CSM). This visibility helps maintain clear communication about an agent's current work status.

Important Notes

Not Ready Reasons are implemented as a global setting, meaning they will be either enabled for all agents or disabled for all. The list of reasons is standardized and cannot be customized, ensuring consistency across the organization. Additionally, the system will track and record the time spent in each Not Ready Reason category, which will be reflected in the Agent State Report CSV files (available from your CSM).

Strikeout Reason

Strikeout represents a unique Not Ready Reason that differs from other categories. Unlike the other reasons, Strikeout is automatically generated by the system and cannot be manually selected by agents. This provides an additional layer of status tracking for specific system-driven scenarios.  See Guide To Inbound Strikes for more information.

Best Practices

Agents are encouraged to use Not Ready Reasons thoughtfully and professionally. The primary goal is to provide accurate and transparent information about one's current work status. By selecting the most appropriate reason, agents help their team by providing clear communication about their availability.