Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Enabling Manual Services/ Agent Workbench/ Configuring Call Reasons
Updated on 2024-10-12 GMT+08:00
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Configuring Call Reasons

A tenant administrator can configure call reasons for agents to select during business handling.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Workbench Configuration > Call Reason.
  2. Click New to add a call reason.
  3. Set call reason parameters.

    Figure 1 Create Call Reason
    Table 1 Call reason parameters

    Parameter

    Description

    Call Reason

    Call reason name. This parameter is mandatory. The value can contain a maximum of 50 characters.

    Parent Call Reason

    Upper-level call reason of a call reason. This parameter is optional.

    Description

    Description. This parameter is optional. The value can contain a maximum of 500 characters.

    Associated Case Type

    Case type associated with a call reason.

    This parameter can be set only after the Case 2.0 feature is enabled.

  4. Click OK.
  5. (Optional) Click New corresponding to the configured reason and choose Add Sub Level to configure a subreason for the reason. After the configuration is complete, click OK.
Parent topic: Agent Workbench