Table of Contents

What are Call Reasons

Call reasons help identify the type of call received in the contact center.  Call reasons can be tied to a specific queue and are included in the following reports:

• Call Reasons

• Call Reasons by Agent

A queue setting can be applied to require agents to select a call reason after an inbound call. Call reasons must be assigned to a queue to be available and used by agents. 

If the Call Reason Categories feature has been enabled, Call Reasons can be categorized.

How to Create a Call Reason

To create a Call Reason:

• Go to Contact Center > Management >Call Reasons to open the Call Reasons page. 

• Click the Create Call Reason button to open the New Call Reason page.

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• Enter the Name of the Call Reason in the Description field, then click the Create button. 

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Managing Call Reason Categories

• Go to Contact Center > Management >Call Reasons to open the Call Reasons page.

• The top section of the Call Reason page contains the list of existing call Reasons. 

  • The column on the Right displays the existing Call Reasons.

  • The column on the left displays the Categories assigned to a Call Reason.

• The bottom section of the Call Reason page contains the list of existing Categories and Sub-Categories. 

  • The column on the Right displays the existing Call Reason Categories.

  • The column on the left displays the parent Category.

How to Assign/Un-Assign Categories to a Call Reason

A Call Reason can be assigned to Multiple Categories. If a Call Reason is not assigned to a Category, the Root category will be auto-assigned. The Under Categories column to the right of the Call Reason displays the Categories assigned to the Call Reason. 

Assign a Category to a Call Reason:

Note: A call Reason can be added to multiple categories or sub-categories.

• Click in the field to the right of the desired Call Reason, search, and select a Category or Sub-Category.

Un-Assign/Remove a Category from a Call Reason:

• Click the ( X ) icon on the Category or Sub-Category to be removed.

Change a Category Assigned to a Call Reason:

• Remove the Category that will be replaced.

• Add the replacement Category or Sub-Category.

How to Create a New Call Reason Category

• Go to Contact Center > Management >Call Reasons to open the Call Reasons management page. 

• Scroll down until you see the Category section.
  This section displays the existing Categories and Sub-Categories.
  The default parent category is the Root category.

• Click the Create Category button.

• Enter the Name of the Category, then click the Create button. 

How to create Sub-Categories

• Step 1: Create a new Category (Sub-Category), using the Create Category steps. 

• Step 2: In the Under Category field of the newly created category, select a parent Category or Sub-Category.

• Example

  • Test Sub Category 2 is under the category Test Sub Category.

  • Test Sub Category is under the category Test Category.

  • If the Call Reason “Test 101” is assigned to Test Sub Category 2, which is under Test Sub Category, which is under Test Category, the result would be as follows.

    • Test Category > Test Sub Category > Test Sub Category 2 > test 101

How to Assign Call Reasons to a Queue

Follow the step below to assign a call reason to a queue:

• From the Contact Center menu, select Management, then select Queues.

• For the applicable queue, click the Name link or the Edit button.

• Select the Reasons tab.

• Check or Uncheck the checkboxes for the desired Call Reasons to be assigned to the Queue.

• Click the Save button.

How to Set Call Reasons as Required for All Calls

Note:  This setting is optional for a queue.

Agent view of Assign Call Reasons with Categories

If Categories is enabled, the following is the view an agent will see when assigning a Call Reason to a call.