Unavailable Reason Groups

Unavailable Reasons are known as Agent Statuses within Amazon Connect. The default behavior in Amazon Connect is all users have visibility to and can pick from any Unavailable Reason (custom Agent Status) configured within your Amazon Connect instance when they are selecting to move into an Unavailable state. However in larger or more complex Contact Centers, you may wish to have certain custom Agent Statuses be only visible/usable by certain agent groups or departments.

Use Symbee Connect Unavailable Reason Groups to restrict which unavailable reasons (Amazon Connect custom Agent Statuses) a user can choose from when moving to an Unavailable state in the Contact Center.

When the user is assigned to a specific Unavailable Reason Group, their options get limited to only those reasons configured in that group.

Once you have configured Reason Groups with the subset of reasons the user can select from, then update User profiles (or User Templates) to configure which Unavailable Reason Group is in use for the user (under the Work State section of the Contact Center settings group in the User profile or User Templates screen - see here).

Options are available to Modify, Delete and Add New Unavailable Reason Group.

Adding a New Unavailable Reason Group

On the main Unavailable Reason Groups view (accessed under the Contact Center Configuration section off the main Function Menu), click the Add New Unavailable Reason Group action button to start creating new Unavailable Reasons Group. The Add New Unavailable Reason Group dialog will be displayed.

Provide the following initial values, and click Save to create the new group.

Group Name

A short display name for the Unavailable Reason Group. This name appears in the list of Unavailable Reasons on User Templates and and User profiles views.

Group Description

Description for the Unavailable Reason Group (for your documentation purposes only).

Maintain Unavailable Reason Group Entries

When a new Unavailable Reason Group is first created it has no Unavailable reason entries. In the table that lists your existing unavailable reason groups, click the Edit Entries action button on the right of the group to maintain that group's list of Unavailable Reasons the user will be able to pick from. The Group Entries view will then be displayed.

Use the Modify, Delete, and Add New Unavailable Reason Entry action buttons at the top of the entries listing table to maintain the current list of Unavailable Reasons (Amazon Connect custom Agent Statuses) in the group, and the order they will be presented to the user in the Symbee Connect User/Agent UI.

Adding a new Unavailable Reason entry to a Group

When adding a new entry to a group (by clicking the Add New Unavailable Reason Entry button), a dialog is shown allowing you to pick form all the existing Custom Agent Statuses you have configured in your Amazon Connect instance. Therefore, to add a new reason to a group, the associated Agent Status first needs to be created in your Amazon Connect instance through the Amazon Connect console.

Unavailable Reason Sort Order:

A specific Amazon Connect Agent Status can be added to multiple Unavailable Reason Groups, and can be displayed in a different order to the user when added in each group. When adding a new entry to a group, you are asked to provide a Sort Order used when displaying the Unavailable reasons to pick from during user selection.

The lower the Sort Order number, the higher the order. For example: An entry with 10 will be displayed before an entry with 100. We suggest using Sort Order values in intervals of 10, to allow for easier order adjustment and additions in between other reasons later, without having to manually renumber all entries in the group.

Updating Sort Order and Deleting Entries from a group

Select the entry using the check boxes in the table listing your existing group entries, and use the Modify action button to update the entry's sort order, or the Delete action button to remove the selected Unavailable Reason (or reasons) from the group. Deleting an entry does not delete the Agent Status from Amazon Connect - it only removes the entry from the group.

Updating and Deleting Unavailable Reason Groups

On the main Unavailable Reason Groups view, select the Group using the check boxes in the table listing your Unavailable Reason Groups, and use the Modify action button to update the description for the group, or the Delete action button to remove the selected Unavailable Reason Group (or groups). Deleting an Unavailable Reason Group has no impact on Agent Statuses in your Amazon Connect instance - it only removes the group from being used on User Templates and User profiles.