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 on what they are doing throughout their shift.
From the Dashboard, click on Account and select Reason Codes from the drop down.
In the Reason Codes Section, on the far right side of the selected Reason click on the Action Button and select Edit from the drop down.
Edit the following if needed
- Archive – select if you want to archive this reason code or not
- Name – change the name of the new code if needed
- Description – change the description of the new code if needed
- Billable – select if this is a Billable status or not.
Click on Apply.
To hide a reason code, select the check box under Hide from Agent Interface
Reason Codes that are hidden won't show in the List of Agent Reason Codes.
In this example, we put a check on Hide from Agent Interface for Sample Reason Code
In the agent page, Sample Reason Code is hidden from the list of Reason Codes
To set a reason code as the default, put a check on the Default check box.