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Coming soon. Production availability has not yet been confirmed.
Use reasons such as Lunch, Break, and Training to explain why an agent is Not Ready. Reasons describe current availability; they do not create a history or change routing eligibility.

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Configure reasons

An Owner or Admin can open Settings > Statuses, then use the Not Ready Reasons table to add, edit, or delete values and optional descriptions. Choose short, distinct labels that your agents recognize.
Not Ready Reasons table in Settings with Lunch and Break values

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Select your reason

  1. Select Not Ready in the sidebar.
  2. If reasons are configured, choose one from the menu above the control.
  3. Your status changes to Not Ready · Lunch, for example.
Click elsewhere or press Escape to cancel without changing status. Select Not Ready again to change your reason. Selecting Ready or Off Duty clears the reason. If no reasons are configured, selecting Not Ready changes status immediately.
Not Ready menu above the sidebar status controls
If the list is still loading, wait for it to appear. If loading fails, select Retry. Previously loaded choices remain usable when a refresh fails.

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Review current reasons

Owners, Admins, and Team Leads can open Reporting > Agent Workload:
  • Read an agent’s reason below their Status.
  • Use Not Ready Reasons, after Statuses, to show agents with one current reason.
  • Read Not Ready by Reason for counts across the selected team. Scroll the card when there are many reasons. Bars are ordered by count, highest first, with alphabetical ordering for ties. Agent-name, status, and reason filters change table rows; they do not change these team totals.
Agent Workload with reason subtitles, filter and Not Ready by Reason bars
A No reason bar appears only when there are Not Ready agents without a selected reason, including automatic status changes. Refresh the report to retrieve current state. If a source is unavailable, follow the report’s unavailable or last-known indicators.

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Limits

Editing or deleting a configured reason updates future choices. It does not change a reason an agent already selected. The report shows the stored wording, including older wording, until that agent changes status or reason. Only reasons currently present on returned agents appear in the filter and chart.