Reasons
You can use this list to identify reasons why calls may have been logged, or use it for closure reasons. Analysts will be able to select one of these from a drop-down list at the time of closing a cal
You may define as many reasons as you wish. Reasons cannot be viewed on the Call Details window once the call is closed, unless the Call Details window has been configured in ASM Designer to include this field.
Understanding the specific reasons for call closures in incident management provides several critical benefits:
Enhanced Analysis: Detailed closure reasons allow for a more granular analysis of incident trends, enabling better identification of recurring issues or areas requiring improvement.
Improved Resolution Processes: With clear reasons for each call closure, organizations can refine their troubleshooting processes, training, and resources allocation to address the most common or critical issues effectively.
Customer Satisfaction: Providing specific closure reasons can improve communication with customers about what was done to resolve their issue, leading to increased satisfaction and trust in the support process.
Compliance and Reporting: For organizations subject to regulatory requirements, documenting detailed reasons for call closures can be essential for compliance reporting and audit trails.
Performance Metrics: Analyzing the reasons for call closures can help in assessing the performance of support teams and individuals, identifying areas of strength and opportunities for development.
Including detailed closure reasons in incident management practices enriches the data available for continuous improvement, customer service, and operational efficiency.
Creating a Reason
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Reasons to open the window. A browse table displays all of the reasons currently held.
Select the New icon. A blank row is inserted in the browse table.
Type the name you want to use for the reason.
If you want the reason visible in the portal, tick the Visible in Portal checkbox.
Save the changes.
Provide the Change Reasons if prompted to do so.
Renaming a Reason
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Reasons to open the window. A browse table displays all of the reasons currently held.
Select the reason that you wish to rename and type in the new name.
Save the changes. Provide the Change Reasons if prompted to do so.
Deleting a Reason
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Reasons to open the window. A browse table displays all of the reasons currently held.
Highlight a reason in the browse table.
Select the Delete icon. If you attempt to delete the system default, you will receive a warning message.
Save the changes.
Provide the Change Reasons if prompted to do so.
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