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| − | + | = Case Pending Reasons = | |
''Case Pending Reasons'' is the section where you create the pending reasons for cases; [[Agent-guide/UnderstandingCaseStates#Pending|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 [[Agent-guide/UnderstandingCaseStates|Understanding Case States]]. | ''Case Pending Reasons'' is the section where you create the pending reasons for cases; [[Agent-guide/UnderstandingCaseStates#Pending|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 [[Agent-guide/UnderstandingCaseStates|Understanding Case States]]. | ||
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'''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. | '''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. | ||
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[[File:Case-and-Contact-Pending-Reasons-2-53.PNG|800px|thumb|center|Case Pending Reasons]] | [[File:Case-and-Contact-Pending-Reasons-2-53.PNG|800px|thumb|center|Case Pending Reasons]] | ||
| − | == How to Create a Case Pending Reason == | + | == 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. | 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. | ||
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[[File:Custom-Case-Pending-Reasons-2-53.PNG|450px|thumb|center|Case Pending Reasons as seen in Agent Desktop]] | [[File:Custom-Case-Pending-Reasons-2-53.PNG|450px|thumb|center|Case Pending Reasons as seen in Agent Desktop]] | ||
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Latest revision as of 04:08, 29 May 2024
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.
