An away reason is an explanation for why an Agent is going offline or becoming unavailable for calls. You may be required to select from a predefined list of reasons via your Phone Panel when performing either of these actions. The list of away reasons is defined by your Contact Center Administrator, and can be customized per Agent.
1 Away Reason and Presence Settings
Selecting an away reason may be required when going offline and is required when becoming unavailable. If your Phone Panel displays away reasons for either of these actions, you must select one to complete the action. However, you may be allowed to go offline without specifying a reason for doing so. In this case, no away reasons will appear in your Phone Panel.
2 Selecting an Away Reason
To select an away reason:
Figure 6-1: Selecting an Offline Away Reason
After you have selected an away reason, Phone Panel Guide displays this in the header area:
Figure 6-2: Offline Away Reason Display