The General tab allows you to edit the behavior of the Classify dialog box and set various classification options to mandatory for Incoming Calls, Outgoing Calls, Emails, and Chats.

General Tab

The Disposition Mode, located on the left side of each section, determines the behavior of the Classify window:

  • Disabled – The agent is not able to classify the event. The feature is 'turned off'.
  • Optional (no warning message) – The Classify window will not open automatically. The agent can skip classifying the event and they will not receive a warning message.
  • Optional (show warning message) – The Classify window will automatically open. The agent can skip classifying the event though they will receive one warning message.
  • Mandatory – The Classify window will automatically open and the agent must classify the event before moving on to the next event.

The Options on the right can make Client Type, Main Subject and Resolution fields mandatory. If a field is set to mandatory, agents must make a selection in that field before submitting the classification data however, unless the disposition is set to mandatory, the agent will be able to cancel the Classify window and not submit any data at all.

Note: When mandatory, the Classify window opens automatically at the end of an event. The agent can also open or revisit the window at any point during the event by clicking the Classify button.

Always click Update, located in the top right corner to save your changes. If Update is not clicked, any new changes made will not be saved.