When All is To view all subjects, select All, located at the top of the page. When All is selected, users can add Add, read Edit, clone Clone, and/or delete Delete subjects, sub-subjects, and sub-subject details.
To create a new Main Subject:
- Click Add at the top right of the page.
Note: The second Add button is used to create sub-subjects, which is covered here.
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- The Add Main Subject
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- dialog box appears.
- When adding a main subject, select one of the following options from each section:
- Description – The The description field field is used to specify the name of the the Main Subject. With this example, the agent will be able to choose Technical Support from the drop down field.
- Requires Notes – This checkbox determines if an agent must enter information in the the notes field field before submitting the the classification data. There is no character minimum for notes.
- Flag to supervisor – If this box is checked then interactions relating to this subject will automatically be flagged to the agent's supervisor for review.
- Requires subSub-subject selection – This checkbox determines if an agent must enter a a Sub-subject before before submitting the the classification data.
- Applies to – These checkboxes determine which events you wish to apply this this Main Subject to to.
- Click OK to save your configuration.
To create a
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- Highlight the Main Subject you want the Sub-subject to appear under and click the second Add button.
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- The Add Sub-subject dialog box opens. Complete the fields, select the desired option, and click OK.
When adding a
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- Sub-subject, select one of the following options from each section:
- Description – The Description field The description field is used to specify the name of the the Sub-subject. With this example, the agent will be able to choose Internet Connectivity from the drop down field.
- Requires Notes – This checkbox determines if an agent must enter information in the the notes field field before submitting the the classification data. There is no character minimum for notes.
- Flag to supervisor – If this box is checked then interactions relating to this Sub-subject will automatically be flagged to the agent's supervisor for review.
- Requires detail sub-subject selection – This checkbox determines if an agent must enter a a Sub-subject detail before before submitting the the classification data.
- Applies to – These checkboxes determine which events you wish to apply this Sub-subject tothis Main Subject to.
- A third Add button will now be available which can be used to add Sub-subject Details.
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Note: You will only see the Sub-subjects and the Sub-subject Details of the currently highlighted Main Subject.
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Hint: To quickly create duplicate Subjects, click Clone to the right of the Subject you wish to duplicate and a new Subject with the identical settings will be created. The name of the new type will also be identical except for an asterisk added to the front of the name. To edit the name, click on it to open the Edit Client Type window.
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To Delete a subject:
- Click Delete, located to the right of the Resolution entry.
- A Delete Confirmation dialogue box confirmation window appears.
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- Click OK to confirm the delete.
- The Subject is removed from the list.
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