Reason Codes

[lmrscheff]

Are reason codes global?? UCCEnterprise. Can you remove reason codes for a certain group of people or do all call center people see the list of reason codes??

[david.macias]

Yes, they are universal. You could customize the desktop (CTIOS) to filter only those needed for your group.

david

[geoff]

If you are using CAD you can create different workflows and assign from the global reason codes those to be visible to that workflow, then assign each agent with the appropriate workflow.

Regards,

Geoff