Nesting Reason Codes in a List

You can nest similar reason codes within a list by creating categories. Categories are headings under which you add reasons. For example, if you have reasons named Logged and Logged Out, you can nest them under a category named Agent Status.

To nest reason codes in a list:

  1. Click the Add Category icon ().
  2. Type a name for the category – for example, Agent Status.
  3. Do one of the following:
    • If you already have reasons in the list, use the Move an item down in the listicon to move it below the category. Then, click Indent an item in a list to nest the reason under the category.
    • Add reasons to the list, then click to nest those reasons under the category.
      Image of a presence list with nested reasons
  4. Click Submit.

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