Help Center/ Cognitive Engagement Center/ User Guide/ Agent Guide(AICC)/ Performing Other Agent Operations/ Setting Call Reasons

Updated on 2025-01-23 GMT+08:00

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Setting Call Reasons

Context

The call reason of the customer is identified and displayed.

Procedure

Click and select a call reason in the dialog box that is displayed. You can add call remarks of up to 2000 characters as required.

If any item under Relate Cases is selected, the Create Case page is displayed after you click Save. The Relate Cases area is displayed only when the Case 2.0 feature is enabled.

After the Automatic Conversation Summary feature has been enabled for the tenant and an agent, the icon is displayed when the agent configures the call reason on the workbench. This feature analyzes conversations between agents and customers based on LLMs and generates session summaries, including whether problems are solved and customer satisfaction, for the agents to view.

Parent topic: Performing Other Agent Operations

Previous topic: Setting the Handled Number

Next topic: Setting the Online Chat Service Time

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