Reason Codes

Reason codes are used in telephony to record why a customer called. They are organized in a hierarchy, and users can choose one or more reason codes for each call.

All levels in the hierarchy can be selected. Reason codes can be activated or deactivated as needed.

In the Totalview client, users select reason codes during or after a call to help track the purpose of the interaction.

Example of the reason code setup screen is shown below:

Reason code list

When selecting a reason code in the list, the details section will show the values for that specific code.

If reason codes are related, an arrow will show the relationship between them.

Child reason codes can be collapsed to hide them from view.

Reason code details

Active	A reason code can be active or inactive. It cannot be active if its parent reason code is inactive
Merge	Merge will merge the selected reason code into the reason code selected in the drop down
Category	The parent reason code, the reason code belongs to, in the hierarchy
Reason code name	The name used to identify the reason code
Description	A short explanation of what the reason code is used for. Mainly used in the Admin module

Functions menu ‘…’

Additional functions in this view are:

Move Selected	Moves the selected reason code to a different parent reason code
Delete Selected	Marks the selected reason code for deletion. If calls are attached, a warning will be shown
Revert Selected	Reverts any unsaved changes made to the selected reason code
Reload Data	Reloads all data and discards any unsaved changes

Access control

Access control limits which users can see and use a reason code based on a custom field value or call group.

Users with matching values or group membership will have access. If both fields are empty, the reason code is available to all users.

Access control settings are inherited and may appear disabled when they cannot be changed from this view.