Busy Codes

Busy Codes are a type of Reason Code that you can use. This provides information on how to use Busy Codes. This requires Realtime and Agent Dashboards licenses.

Busy Codes represent Do Not Disturb (Avaya IPO and Cisco), Release (ShoreTel), Aux Codes (Avaya CM)

Busy Code reasons can be whatever you would like, but they are typically represented by low importance activities.

These might consist of:
Lunch
Restroom
Coffee/Smoke Break
Refill Drink

To configure the Busy Codes:
Go to the Agent Dashboards Configuration section on the Chronicall main page
Select Busy Codes

A list of agents will appear.

  • At the bottom of the page, select the "Add Reason Code"
  • Enter a Reason Code
  • Hit "OK"
  • Repeat for as many Busy Reason Codes as needed

Once you've created a Reason Code, you can now assign it to the desired agents.

Option One:

As you finish a Reason, select the "blue person" image.

You will now see a list of agent's names.

  • Check the boxes for those that you would like to assign the Reason Code
  • Hit "Apply"
  • Repeat with each Reason Code

Option Two:

Once you have created your list of Reason Codes, you can now assign them to the desired agents.

On the left hand side of the menu, hold the "Ctrl" button down on your keyboard and select the desired agents.

Once you have the agents selected, you can now select the individual check box for each of the desired Reason Codes to assign.

Hit "Save."

The DND Reason Code will now be assigned to the selected agents.