Call Classification Using the Web CCA

Call Classification is a feature that helps to determine what types of calls your team is getting and what actions your staff are taking to resolve those calls. It is configured by your team's administrator and may be disabled, optional, or mandatory for your team.

You may open the Classification window at any time during a call by clicking the Classify button located below the queues table.

If Call Classification is mandatory, the Classification window will open automatically after an event or call ends and Wrap-up mode begins.

Use the drop down menus to select the appropriate options for Client Type, Main Subject, Sub-subject, Sub-subject Detail and Resolution fields. If a field is not applicable, it will be disabled and faded out.

Claim No., Account No., and Provider No. fields can be used for tracking customer account information. If these fields are enabled, please consult your team's administrator to ensure correct entry. The notes field can be used to enter additional information. When all necessary fields are completed, click OK.