The Subjects tab is used to create Main Subjects, Sub-subjects, and Sub-subject Details. The more levels you add the more detailed your reporting will be. Sub-subjects are created under a Main Subject so that they are available for selection only after an agent has selected the relevant Main Subject.

For example, you might use Technical Support as one of your Main Subjects and Internet Connectivity, Hardware, and Software as your Sub-subjects. You can then further categorize your Sub-subjects with Sub-subject Details.

Once the Subjects screen is opened, by default, a list of all existing subjects is displayed on the screen. View subjects Per Team, Per Queue, or view All subjects at once, by selecting the correct View Subject option at the top of the screen; you can select the view type for Main Subjects, Sub-subjects, and Sub-subject Details.

Subjects Tab

For more information, please refer to the following articles: