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Version: Latest

Agent States (Reason Codes)

When agents are not taking work, they pick a reason from their presence menu: Lunch, Team meeting, Training and so on. Each reason code maps to one of the built-in presence states, and reports and the live dashboard show both the state and the reason.

MenuInteraction Center > Management > Agent states
PermissionManage Contact Center agents
FeatureContact Center Agents (CrestApps.OrchardCore.ContactCenter.Agents)

Create a reason code​

  1. Open Interaction Center > Management > Agent states and click Add reason code.
  2. Enter a Name, for example Coaching.
  3. Choose which state it Applies to: Break, Away, Do not disturb, Meeting, Training, or After-hours unavailable.
  4. Set a Sort order. Lower numbers appear higher in the presence menu.
  5. Leave Enabled ticked and click Save.

A disabled reason code is hidden from the presence menu but stays on historical records.

What agents see​

  • Break reasons are grouped under a Break heading. When the agent is busy on a call, the heading reads Request break: the break starts as soon as the current work ends.
  • Every other reason code is listed on its own and sets its state right away.
  • Available and Offline are always listed.
  • If no reason codes exist at all, the menu falls back to the plain states: Away, Do not disturb, Meeting, Training and After-hours unavailable.

The tenant starts with these reason codes: Short break and Lunch (Break), Away from desk (Away), Team meeting and Coaching (Meeting), Training (Training), and System issue (Do not disturb).