Not Ready Reasons (NRR)
Not Ready Reasons (NRR) can be used when you are not able to handle service calls, for example because you want to take a break or have to attend a training course.
Reason Types need to be configured first before this feature becomes available. This is usually done per-service or defined globally by an administrator.
With a running Agent Assistant, simply select a “Not Ready Reason” from the list.
The “Not Ready Reason” chosen will be included in LUCS Reports.
Agent presence and NRR interactions
In general, switching the NRR-reason will influence your SfB presence as defined in Reason Types.
- Depending on the Agent's configuration it is also possible to have NRR's with the messenger state "Busy". This is only the case if your user is configured to not receive Service Tasks if you are in the "busy" state and NRR's for this state have been configured.
If an Agent is a non-selectable presence state, a tooltip will be displayed as to why the "Not Ready Reason" state cannot be finished: "Finish NRR period by changing to a "selectable" presence state". The same scenario occurs when an Agent switches to a non-selectable state while already in a NRR period.
- A presence change back to a "selectable" state will end NRR period.
- The table below will explain in detail when NRR applies depending on the Agent's Teams presence / status combination.
Presence, status and NRR interaction
The following table showcases how NRR applies depending on your availability / status.
| Presence | Status | Related agent configuration flags | NRR state applies |
|---|---|---|---|
| Away | Default (Away) | "Show Away as Offline" = false |
|
| Offline (per configuration) | "Show Away as Offline" = true | N/A | |
| Be Right Back | N/A |  | |
| Off work | N/A | | |
| Busy | OnThePhone | N/A | N/A |
| In a Conference | N/A | N/A | |
In a Meeting selectable | 'Busy-In a meeting' state = "selectable" |
| |
| Busy selectable | Agent in Lync State 'Busy' = "selectable" |
| |
| DND | Default (Do not Disturb) | N/A | |
| In presentation | N/A | N/A |
In general, NRR only applies when "active" Duty Profiles are selected - "OffDuty" profiles are excluded.
Special Cases
The cases above do not apply when Agents are in an active service task (Ringing, Talking, ACW, RONA):
- During After-Call-Work (ACW) a user is considered 'working'. After the ACW ends, an "absent" state is starting and NRR must be specified.
- After a missed call, the user is set to RONA State. During this period, NRR can be selected, at which point the "absent" state applies.
Using NRR for proactive absence planning
There are cases where an Agent wants to go on a planned break without switching the Client status.
To achieve this, the Agent can proactively select the NRR from with in Agent Assistant, thus influencing LUCS selectability for further calls to "Not Ready".
Such cases of planned absence could be:
- The Agent being "available" in SfB Client, but planning a break right after current task is concluded.
- The Agent working on completely different task which doesn't require the Teams availability to change, but shouldn't be interrupted by calls.
Note that LUCS keeps track of this "not-selectable reason" (e.g. within the Dashboard Widgets) to determine the originator of this state. Being in a "not-ready" status can be triggered by:
- The IM Presence (see table above), when either set manually by the Agent or automatically by a calendar.
- The NRR / Absence reason being manually selected by the Agent via Agent Assistant.
Auto-NRR after being “Away”
If your Lync/SfB status changes to “Away” you will need to select a “Not Ready Reason” when switching back to “Available”. In this case a Popup shows up in the bottom right corner of the screen.
