Contents
- Contact Center Administrator Guide Introduction
- Contact Center Administrator IntroductionUser Interface
- Contact Center Administrator User InterfaceTutorials
- About TutorialsConcepts
- About ConceptsUsers and Teams
- Users & Teams SectionsDirectory
- Directory SectionsScenario Entries
- Scenario Entries SectionsScenarios
- About ScenariosWorkflows
- WorkflowsServices and Campaigns
- About Services & CampaignsLists
- ListsDo Not Call Lists
- Do Not Call ListsTasks
- Tasks SectionsCase & Contact Management
- Case & Contact Management Sections
- Call Center Configuration SectionsQuality Management
- Quality Management SectionsReporting
- Reporting SectionsCustom
- Custom SectionsSecurity
- Security SectionsApplication Notes
- Application NotesAppendices
- Appendices
Case Pending Reasons
Case Pending Reasons is the section where you create the pending reasons for cases; Pending is a state available for Agent Desktop cases that require further action, and the reasons will vary depending on your call center (e.g., needing manager approval, more customer information, etc.). For more information, see the Agent Guide, section Understanding Case States.
Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making any changes to case pending reasons, we recommend that all affected logged-in agents refresh their browser page.
How to Create a Case Pending Reason
To create a new Case Pending Reason, click add, enter the reason, then select the green, apply changes checkmark. In Agent Desktop, Case Pending Reasons must be selected if a case is marked as Pending.
