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 Assignment Panes Interface.

See Also