--- title: "Unavailable codes" slug: "administration-unavailable-codes" description: "Create custom unavailable codes that agents may select for their unavailability status." tags: ["report", "availability", "agent status", "status", "real-time", "unavailable", "reporting", "dashboard"] updated: 2025-09-29T10:55:30Z published: 2025-09-29T10:55:30Z canonical: "docs.voiso.com/administration-unavailable-codes" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Unavailable codes **Who should read this article**: Administrators Create custom *unavailable* codes that agents may select for their unavailability status. ## Introduction Agents might be Unavailable to take calls for many reasons, including lunch breaks, coffee breaks, and team meetings. The **Unavailable codes** feature lets you specify custom codes that agents may select when they set their statuses to **Unavailable** in the **[Agent Panel](/v1/docs/agent-panel-getting-started)**. The default unavailable status is **Unavailable**; however, if you want to analyze agent unavailability, you might want to know why each agent was unavailable, when, and for how long. You can analyze agent unavailability usage and duration using the **[Historical reports](/v1/docs/reporting-historical-reports)** and **[Real-time dashboards](/v1/docs/reporting-real-time-dashboard)** features. ## The Unavailable codes page To create and manage unavailable codes, in the Voiso navigation bar, navigate to **Administration > Unavailable codes** to display the **Unavailable codes** page. The page contains a list of unavailable codes for your contact center. The default unavailable code is marked with a black star. Click a code name to view or edit it. Click **Add unavailable code** to add a new code. To delete a code, hover your mouse pointer over the code row, then click **Delete** (trash can icon). ![Unavailable Codes Default Page](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Unavailable%20Codes%20Default%20View.png) ## Creating unavailable codes To create a new unavailable code, click **Add unavailable code** to display the **Add unavailable code** panel. ![Unavailable Codes New Code Page](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Unavailable%20Codes%20New%20Code%20View.png) Add the name of the new unavailable code, then click **Save**. The new code is added to the **Unavailable codes** page. - To set the default unavailable code, click the star next to the name of the code. - To delete a code, click the trash can icon (**Delete** button) at the far right of the code field. - To edit the name of a code, click the code name to open the **Edit code** page, edit the name of the code, then click **Save**. When the **Agent Panel** is first opened, the default unavailable code is the initial status. The default unavailable code cannot be deleted. To delete the default code, first set another code to be the default code. ## Reporting The **[Historical reports](/v1/docs/reporting-historical-reports)** and the **[Real-time dashboard](/v1/docs/reporting-real-time-dashboard)** can be used to review agent availability status. ### Historical reports You can create [historical reports](/v1/docs/reporting-historical-reports) that track agent availability status. To create a report, in the Voiso navigation bar, navigate to **Reporting > Historical reports** to display the **Scheduled reports** page. Click **Add report** to display the **Add report** page. From the **Report type** menu, select **Agent List**. Select the **Statuses** tab to choose the statuses you want to add to your report. ![Unavailable Code Historical Report Agent List](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Unavailable%20Code%20Historical%20Report%20Agent%20List.png) For more information about creating and running reports, refer to [Historical reports](/v1/docs/reporting-historical-reports). ### Real-time dashboard You can create a Real-time Dashboard widget that tracks agent availability status. To create a report, in the Voiso navigation bar, navigate to **Reporting > Real-time dashboard** to display the **Real-time dashboard** page. Click **Add widget** to display the **Add new widget** panel. Select **Agent List**, then click **Add**. Select the elements to add to the widget (for more information about creating widgets, refer to [Real-time dashboard](/v1/docs/reporting-real-time-dashboard)) and save the new widget to add it to your Real-time dashboard. In the **Agent List** Real-time dashboard, the **Status** column displays the currently selected status in the **Agent Panel** of each agent in the selected list. Use the **Search** field to find the status of individual agents. ![Unavailable Code Real-time Dashboard Agent List](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Unavailable%20Code%20Real-time%20Dashboard%20Agent%20List.png) ## Agent Panel Unavailable codes are displayed in the **Agent Status** menu at the bottom of the **[Agent Panel](/v1/docs/agent-panel-getting-started)**. Agents click the status menu to set their statuses to available or unavailable or to log out. ![Unavailable Code Agent Panel Selecting Codes](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Unavailable%20Code%20Agent%20Panel%20Selecting%20Codes.gif) An agent status. The agent is logged in, but is not available to handle interactions. Unavailable with a reason, such as lunch break or team meeting. Also, an agent metric: the duration an agent was in the **Unavailable** (with reason) status after login. A display on a computer screen that enables easy viewing of real-time data, communication, KPI reporting, or technical information. A user who handles inbound and/or outbound interactions with contact. Sometimes referred to as a Customer Service Representative (CSR). The front-line employee who interacts directly with contacts and assists with tasks such as placing orders, resolving billing issues, and answering policy questions. An agent's readiness, or availabilty, to take calls. In the Voiso Agent Panel, agents can indicate their availability status, such as Available, Unavailable, and Logout. Agent status statistics are accessible from certain Real-time dashboards and historical reports. ## Related - [Agent Panel](/agent-panel.md) - [Getting started](/agent-panel-getting-started.md) - [Inbound calls](/agent-panel-inbound-calls.md) - [Historical reports overview](/reporting-historical-reports-overview.md) - [Real-time dashboard overview](/reporting-real-time-dashboard-overview.md)