Help Center/ Customer Engagement Center/ User Guide/ Agent Guide/ Performing Other Agent Operations/ Setting Call Reasons
Updated on 2025-11-07 GMT+08:00
View PDF
Share

Setting Call Reasons

An agent can set call reasons to identify the customer.

Context

The call reason of the customer is identified and displayed.

Procedure

You can click and select a call reason in the dialog box that is displayed. You can add call remarks as required. The remarks can contain a maximum of 2,000 characters.

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.

If the Automatic Conversation Summary feature is enabled for the tenant and Automatic Session Summary is enabled for an agent, is displayed when the agent configures a call reason on the workbench. Automatic session summarization analyzes conversations between agents and customers based on LLMs and generates session summaries, including whether problems are resolved and customer satisfaction levels, for the agents to view.

Figure 1 Call Reason page (with the tenant parameters Indicates whether to set the call reason for customer contact. and Indicates whether to force the agent to enter the call reason. both set to Yes and the session disconnected)
Figure 2 Call Reason page (with the tenant parameters Indicates whether to set the call reason for customer contact. and Indicates whether to force the agent to enter the call reason. both set to Yes and the session disconnected)

If the tenant parameters Indicates whether to set the call reason for customer contact. and Indicates whether to force the agent to enter the call reason. are both set to Yes, the agent must enter the call reason and the Cancel button and the button in the upper right corner for closing the page are not displayed.