Contents
- Introduction
- General Information
- Contact Center Configuration Process
- Initial General Configuration
- Inbound Voice Service Configuration
- Outbound Campaign Configuration
- Email Service Configuration
- Chat Service Configuration
- Web Chat Configuration
- Users and Teams
- Overview
- Users
- Forwarding and Voicemail Operation
- Teams
- Agent Dashboard Metrics
- Roles
- Privileges
- Skill Levels
- Help Screens
- Directory
- Scenario Entries
- Scenarios
- Workflows
- Services and Campaigns
- Services and Campaigns Overview
- Properties Tab
- Assignments Tab
- Lists Tab
- Dispositions Tab
- Activity Tab
- Numbers Tab
- Service Level Tab
- Outbound Tab
- Results Tab
- Archive Tab
- Canned Tab
- Email Tab
- Pre-defined Dispositions
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - Diagnostics
- Lists
- Tasks
- Case & Contact Management
- Forms
- Call Center Configuration
- General Settings
- Integration Accounts
- Identification
- Knowledge Base
- Calendars
- Hours of Operation
- State Calling Hours
- Auxiliary Skills
- Language Skills
- Audio Treatments
- Shared Voice Segments
- Voicemail
- Omni-Channel Routing
- Chat Settings
- Email Settings
- Quality Management
- Reporting
- Custom
- Security
- Appendices
- Agent Desktop Helper Application
- System Requirements
- Countries, Calling Codes, and Time Zones
- Glossary
- Setting Up Private S3 Storage
Case Categories
Case categories are the optional labels that may be applied to email messages that are opened on Agent Desktop. Categories help agents to associate each case with a particular topic or level of support.
There are no default categories, as case categories are uniquely named and added to each contact center in this section of Contact Center Administrator. If no case categories are added here, there will be no available categories to apply to email messages in cases.
Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making any changes to case categories, we recommend that all affected logged-in agents refresh their browser page.
How to Add a Case Category
- Click add.
- Type the desired name of the category.
- Select the green checkmark.
- Click Apply to save your changes.
Agents working on open emails will be able to select from these categories using the Select Category drop-down selector.