Here we will discuss how to add a Reason Code. A reason code is a what the agent will select to indicate their current status meaning whether the agent is in Ready or Not Ready Mode. This is helpful for both Agents and Admins to keep track of what they are doing throughout their shift.
From the Dashboard, click on Account and select Reason Codes from the drop down.
In Reason Codes section, click on Add Code.
Configure the following
- Name – type the name of the new code
- Description – type the description of the new code
- Type – select if this is a Not Ready Status or Log Out Status
- Billable – select if this is a Billable status or not.
Click on Create
New reason code will appear in the list