> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cxp.crescendo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Not Ready reasons

> Explain agent availability with configurable reasons and see current reasons in Agent Workload.

<Info>Coming soon. Production availability has not yet been confirmed.</Info>

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.

## 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.

<Frame>
  <img src="https://mintcdn.com/cxp/QHJU1xL0aPUFsYAE/assets/screenshots/not-ready-reasons-settings.png?fit=max&auto=format&n=QHJU1xL0aPUFsYAE&q=85&s=db8b0354c7331770d511fa00aac8df57" alt="Not Ready Reasons table in Settings with Lunch and Break values" width="1630" height="1132" data-path="assets/screenshots/not-ready-reasons-settings.png" />
</Frame>

## 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.

<Frame>
  <img src="https://mintcdn.com/cxp/QHJU1xL0aPUFsYAE/assets/screenshots/not-ready-reasons-selector.png?fit=max&auto=format&n=QHJU1xL0aPUFsYAE&q=85&s=e436582d50af83eeaf98a025d2ab3793" alt="Not Ready menu above the sidebar status controls" width="1920" height="1200" data-path="assets/screenshots/not-ready-reasons-selector.png" />
</Frame>

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.

## 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.

<Frame>
  <img src="https://mintcdn.com/cxp/QHJU1xL0aPUFsYAE/assets/screenshots/agent-workload.png?fit=max&auto=format&n=QHJU1xL0aPUFsYAE&q=85&s=8f0bf44c096416838f71ccf26592cbb5" alt="Agent Workload with reason subtitles, filter and Not Ready by Reason bars" width="1630" height="1132" data-path="assets/screenshots/agent-workload.png" />
</Frame>

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.

## 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.


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