Add a New Reason Code

Create new reason codes to provide a status for any specific situation that may come up for agents working at the contact center.

REQUIREMENTS:

The following user types can add, edit, and delete reason codes:

  • Supervisor
  • Manager
  • Program Administrator
  • Program Owner

Adding a New Reason

To create a new reason, do the following:

  1. Click the Actions button.
  2. Select the Add New Reason option.

  1. Enter a descriptive name for the new reason code in the Reason field. The field can include both spaces and special characters. This name will display to agents in the list of reason codes. (Required field.)
  2. Enter a brief description for the new reason code into the Description field. (Required field.)
  3. Select an option from the Use for drop-down menu. This option will change how the reason code will affect the agent's status.

NOTE:

See the descriptions for each of the available Use for options below:

  • Sign Out – This is the default option. When selected, the new reason code will function as a "signed out" status for the agent.

  • Not Ready – When selected, the new reason code will function as "not ready" status for the agent.

  • Wrap Up – When selected, the new reason code will function as a "wrap up" status used when the agent is finishing up or finalizing a call.

  1. Enable the Global option by setting the slider to the YES position. When enabled, the new reason code can be used by all agent teams.

NOTE:

If the Global slider is set to the default NO position, the reason code must be assigned to at least one or more agent teams before it is usable. See Manage Reason Code Assignment for an Agent Team for more information.

  1. See the descriptions for the Update only in options below to determine which additional products and services the new reason code is available for:
  • ICM – Enable the reason code in Intelligent Call Management (ICM) by changing the slider to the YES position. Change to NO if you do not wish to enable it in ICM.
  • Portal DB – Enable the reason code in the Webex CCE Administration Portal database by changing the slider to the YES position. Change to NO if you do not wish to enable it in the database.
  • Finesse – Enable the reason code in the Finesse service delivery center by changing the slider to the YES position. Change to NO if you do not wish to enable it in Finesse.
  • Cluster Selection – If the reason code is enabled for Finesse, you can choose which cluster it is available for. Select the All Clusters option to synchronize the reason to all available Finesse clusters, or select clusters individually if needed.
  1. Save the new reason code by clicking the Save button. Click the Cancel button to cancel the operation.

See Also