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:
- Click the Add Category icon (
).
- Type a name for the category – for example, Agent Status.
- Do one of the following:
- If you already have reasons in the list, use the
icon to move it below the category. Then, click
to nest the reason under the category.
- Add reasons to the list, then click
to nest those reasons under the category.
- If you already have reasons in the list, use the
- Click Submit.