Manage Reason Code Assignment for an Agent Team

Reason codes provide a contact center with a way to track the daily activities and status changes of their agents within an agent team. Using the Agent Teams tool, you can assign or un-assign reason codes based on the specific needs for a team.

NOTE:

To learn more about using the Reasons tool and creating new reason codes , see Reasons.

Accessing the Edit Reasons for Team Dialog

The Edit Reasons for Team dialog uses assignment panes which provide an easy way to assign or un-assign reasons for an agent team. To access this dialog, do the following:

  1. Locate the agent team needing reasons assigned or un-assigned.
  2. Click the Edit Reasons task icon located on the same row of the team.

This opens the Edit Reasons for Team dialog box.

Understanding the Edit Reasons for Team Interface

The Edit Reasons for Team dialog consists of the following three tabs, each containing assignment pains for assigning and un-assigning reason codes.

NOTE:

If your organization uses multiple platforms, the Edit Reasons dialog only displays reasons associated with the same platform as the selected team.

  • Reason Type Tabs – Labeled for each base reason code type. Allows you to select the type of reason codes to assign or un-assign.
  • Assigned Agents Pane – Lists all reasons currently assigned to the selected agent team.
  • Available Agents Pane – Lists all reasons currently available for assigning to the selected agent team.
NOTE:

To learn more about using assignment panes, see Understanding Assignment Panes.

Access the Edit Reasons for Team dialog, as previously mentioned, and assign reasons to an agent team by doing the following:

  1. Select one of the Reason Type tabs depending on which type of reason code you want to add.

  1. Place a check next to each reason to assign to the agent team in the Available Reasons pane. To quickly select all available reasons for assignment, click the Select All check box.
  2. Click the Assign button to move selected reasons to the Assigned Reasons pane.

The selected reasons now display at the top of the Assigned Reasons pane. The green highlighting indicates any reasons recently assigned, but not yet saved.

  1. Click the Save button to save the changes, or click the Cancel button to cancel the operation.

Access the Edit Reasons for Team dialog, as previously mentioned, and un-assign reasons from an agent team by doing the following:

  1. Select one of the Reason Type tabs depending on which type of reason code you want to add.

  1. Place a check next to each reason to un-assign from the agent team in the Assigned Reasons pane. To quickly select all assigned reasons for un-assignment, click the Select All check box.
  2. Click the Un-assign button to move selected reasons to the Available Reasons pane.

The selected reasons now display at the top of the Available Reasons pane. The red highlighting indicates any reasons recently un-assigned, but not yet saved.

  1. Click the Save button to save the changes, or click the Cancel button to cancel the operation.

See Also