Agent Not Ready

overview the agent not ready report captures every period during which an agent is logged in but not in the ready state — break durations, after call work, forced status changes, and system induced not ready states supervisors use it to audit break compliance and to investigate coverage gaps what the report shows for each not ready segment the report lists agent name and user id break reason (including system generated reasons such as auto available , missed call , system break ) start timestamp, end timestamp, and total duration the contact centre / process the agent was in when the status changed whether the break was forced by a supervisor privileges privilege key description default roles contactcenter\ dacx cc reports view not ready\ invoke access run and view the agent not ready report administrator, supervisor campaign\ dacx campaign monitor user mgmt view user runtime\ invoke access needed to populate real time break counters on dashboards group manager, supervisor configuration parameters key / parameter description how to configure constraints sample break reasons master list of reason codes an agent can select when going not ready administrator > system configuration > break reasons label + optional icon + max duration lunch (30 min) allowbreakreasonswitch whether an agent can switch directly from one break reason to another without going ready first administrator > system configuration > server preferences > break on/off default off on for support teams break threshold (monitoring parameter) maximum permitted duration for one continuous break of a given reason, used by the contact center runtime and live monitoring administrator > campaign (voice) > configuration where campaign monitoring parameter thresholds are maintained (per campaign; parameter names align with break reasons) colours for breached rows are adjusted separately under supervisor process settings > color configuration seconds, per break reason parameter must be configured for the agent to receive a duration breach alert 1800 (30 minutes) showtotalbreakdurationinwebaccess whether the agent web access / toolbar experience may surface total break duration stats (when the product build exposes that widget) administrator > system configuration > server preferences (customer manager / preference store) boolean default on on break duration vs break count break duration over limit (agent alert) when the administrator has configured a maximum duration for the agent’s current break reason at campaign level (monitoring parameter thresholds), and the agent remains on that break longer than the allowed time, the logged in agent receives an application notification in the console header (notification bell area) the product treats this as a break limit exceeded style alert for that break type the alert is directed to that agent only (not a broadcast to supervisors) after the agent returns to ready (or otherwise leaves that break), the condition resets for a future break break count (no dedicated agent alert) number of breaks in a day or interval is reflected in reporting , supervisor monitoring , and optional self service stats in the agent experience where enabled there is no separate built in “break count exceeded” push to the agent comparable to the duration threshold notification supervisor visibility supervisors continue to see threshold breaches in the monitor tab (row colouring and related indicators) according to campaign rules and color configuration ; that is independent of whether the agent dismisses or reads their own notification related pages agent status management — how agents switch ready / not ready / break reasons set agent availability — sets auto available and similar options; includes a short note on break limit alerts color configuration docid 22pdc7f47xh txju4mv1w — supervisor only colours for break reasons and threshold breach rows monitor tab introduction docid\ bd57adigodya 5nwekafh — where supervisors see live break and threshold breach indicators reporting & analytics — master page listing all agent reports agent productivity — productivity variant that also accounts for not ready time