List of Unavailable Codes Report

Required permissions: Report Viewer, List of Unavailable Codes

Required Employee Settings:Can View BI Reports

Related Products or Features: Business Intelligence (BI) Reports

The List of Unavailable Codes report is a filterable, in-depth view of all unavailable codes, both default and custom, for your contact center. When you select a row in the report table, the Historical Data table populates with information about the selected entity. Each row in the Historical Data table displays the entity's details before a modification was made.

This report is an advanced Business Intelligence (BI) report. BI reports allow you to perform actions such as drilling down to more details or grouping and exporting data.

The data for this report refreshes every hour. Date and time are displayed in UTC (GMT time zone).

To access and run this report:

  1. Go to Reporting > Prebuilt Reports.

  2. Select the report you would like to run from the list.

  3. Complete the report prompt. The available steps and options will vary for each report.

  4. Click Run.

Note that you cannot use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to make changes to the parameters of this report. There is no report prompt because it includes data for all skills by default. You can filter the report data to change what displays.

For most reports, you can filter the report data using a variety of parameters. You cannot use filters to change certain parameters you selected on the report prompt. However, you can use Re-PromptFunnel in front of a piece of paper with the top right corner folded down. to change the parameters of the report.

  1. To change report parameters click Re-Prompt Funnel in front of a piece of paper with the top right corner folded down..

  2. Edit the parameters you want to change. For example, if you want to change the time period you selected before, set Time Period to the new desired range.

  3. When you are finished changing the report parameters, click Run.

The List of Unavailable Codes report displays a table with all the unavailable codes that meet the filter criteria. You can filter the data in this report by ACW or status.

Data in this Report

The List of Unavailable Codes report has multiple columns that present data attributes and metrics. The table below provides a description for each column.

Attribute

Description
ID The unique ID assigned to each unavailable code.
Name The name of the unavailable code.

Status

 Whether the unavailable code is set to active or inactive.

ACW?

 Whether the unavailable code can be used with ACW or not. The field format is either TRUE or FALSE.
Created By ID The ID of the user who created the unavailable code.
Created By First Name The first name of the user who created the unavailable code.
Created By Last Name The last name of the user who created the unavailable code.
Created Datetime The date and time the unavailable code was created.
Modified By ID The ID of the user who last modified the unavailable code.
Modified By First Name The first name of the user who last modified the unavailable code.
Modified By Last Name The last name of the user who last modified the unavailable code.
Modified Datetime The date and time the unavailable code was last modified.