About Classifications
Classification is a systematic arrangement of resources comprising of different codes meant to track the activity of agents and activities. Classifications are of the following types:
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Categories
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Not Ready Codes
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Resolution codes
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Transfer Codes
You can create and assign classifications to incoming activities or to knowledge articles. Categories and resolution codes can be assigned to incoming activities in two ways:
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Manually, from the Advisor Desktop
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Automatically, through workflows
Categories
Categories are keywords or phrases that help you keep track of different types of activities.
Not Ready Codes
To help supervisors and administrators track agent activity, Not Ready codes can be created to provide reasons as to why an agent might become unavailable. These codes can be made mandatory so that agents must select a reason code each time they mark themselves unavailable.
Resolution Codes
Resolution codes are keywords or phrases that help you keep track of how different activities were fixed.
Transfer Codes
While transferring chats, agents can assign transfer codes to chats. A department level setting Reason for chat transfer is available to make this a mandatory field in the Transfer window.
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