> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/contact-center-configuration/manage-reason-codes.md).

# Manage reason codes

Manage reason codes so agents can choose approved temporary-unavailability labels while the contact center keeps consistent routing behavior.

Reason codes provide administrator-managed labels for temporary agent unavailability, such as breaks, training, or back-office work. Keep the list short and consistent so supervisors and agents apply the same meaning across the contact center.

{% hint style="warning" %}
Reason-code updates can affect live routing and presence-driven workflows immediately. Review the values carefully before you change or remove a code that is already in use.
{% endhint %}

## Prerequisites

* A Unified Contact Center (UCC) SharePoint site already exists for the contact center. See [Create UCC Site](/set-up-dialogue-cloud-neo/prerequisites/configure-sharepoint-sites/create-ucc-site.md).
* You can open the relevant UCC SharePoint list and create, edit, and delete reason code items.
* You have agreed the allowed temporary-unavailability categories with the operations team.

## Presence interaction

If your deployment uses Microsoft Graph Presence Publisher, reason-code changes can also affect Microsoft Teams presence behavior. For the current setup process and the version-specific presence reference, see [Configure Microsoft Graph Presence](/set-up-dialogue-cloud-neo/prerequisites/configure-microsoft-graph-presence.md#presence-behavior-reference).

## Open the reason codes list

Reason codes are managed in the SharePoint-backed UCC site used by the contact center.

Open the current UCC SharePoint site, then use **Site Contents** or the equivalent deployment-specific list navigation to open the reason codes list.

{% hint style="info" %}
The exact menu labels and shortcuts can vary between deployments. Start from the current UCC SharePoint site and use the deployment's exposed list navigation rather than relying on a deployment-specific shortcut label.
{% endhint %}

## Reason code fields

| Field           | Use                                                                                                                   |
| --------------- | --------------------------------------------------------------------------------------------------------------------- |
| `Title`         | Display title shown to the agent and used in downstream status views                                                  |
| `Code`          | Index number associated with the reason code                                                                          |
| `PresenceState` | Presence state applied when the reason code is selected; align the value with your configured Graph Presence behavior |

## Manage reason code items

<details>

<summary>Create a reason code item</summary>

1. Open the reason codes list.
2. Select **Add new item**.
3. Enter the `Title`, `Code`, and `PresenceState` values.
4. Select **Save**.

</details>

<details>

<summary>Edit a reason code item</summary>

1. Open the reason codes list.
2. Select the existing item.
3. Select **Edit Properties**.
4. Update the values.
5. Select **Save**.

</details>

<details>

<summary>Remove a reason code item</summary>

1. Open the reason codes list.
2. Select the item.
3. Confirm the code is no longer needed by live agents, routing behavior, or reporting workflows, and record the current `Title`, `Code`, and `PresenceState` values for recovery.
4. Select **Delete Item**.

</details>

## Verification

1. Confirm the item appears in the list with the intended title, code, and presence state.
2. Have a test agent select the reason code.
3. Confirm the expected temporary-unavailability behavior is applied in the contact center.
4. If Graph Presence Publisher is enabled, confirm the resulting Microsoft Teams presence matches the behavior documented for your bundle version.

## Related topics

{% content-ref url="/spaces/8itFXJdndqu1dclywEFc/pages/W9KLUizbFBZjxeqoiLxY" %}
[Configure Microsoft Graph Presence](/set-up-dialogue-cloud-neo/prerequisites/configure-microsoft-graph-presence.md)
{% endcontent-ref %}


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://atlas.anywhere.now/contact-center-configuration/manage-reason-codes.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.