Edit an Existing Reason Code

Over time, reason codes may need to have their name or description updated, or they may need to be made global in order to allow more agent teams to use them. To change a reason code, you must edit it.

Editing a Reason Code

Edit a reason code by doing the following:

1. Locate the reason to edit.
2. Click the Edit Reason task icon located on the same row of the reason to edit. This opens the Edit Reason dialog box.

3. Change the name of the reason by replacing text in the Name field.
4. Change the description of the reason by replacing text in the Description field.

5. Enable or disable the Global option by setting the slider to the YES or NO position. When enabled, the reason code can be used by all agent teams.

6. See the descriptions for the Update only in options below to determine which additional products and services the 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 clusters it is available for.

7. Save any changes made to the reason code by clicking the Save button. Click the Cancel button to cancel the operation.

See Also

• Reasons Features
• Add a New Reason Code
• Delete a Reason Code
• Manage Reason Code Assignment for an Agent Team