Defining reason codes for work

You can add a singular work reason code or create a group and add a set of work reason codes in that group. Reason codes having similar or related characteristics are organized together in one group. Make sure that the labels given to the group are easy to understand the group activity.

1. Click the Add Reason Group button at the bottom of the Reason Codes panel. This adds an untitled group node in the container below Select menu to edit list.
2. Select the untitled node and type the group name. The group node gets labeled with the name you type.
3. Follow step 5 to add reason codes to the group.

1. Select the node under which you want to add a reason code. This node may be the root node or a group node.
2. Click the Add Reason Code button. This adds an untitled reason code item under the selected node.
3. Select the untitled reason code item and rename it. The reason code name replaces the default name of the reason code item.
4. Repeat step 5 to add as many singular reason codes you want to.

Work codes created using the above procedure are displayed when you click the Work Code icon on an active call on the Work List window. You can choose the appropriate code to assign during the active call. If you have not created any work code, the Work Code icon remains disabled during an active call.

Note

If Central Management is used, reason codes can be defined only from Central Management. You will not be able to edit from Avaya one-X Agent application.