Creating and managing Contact Center resolution codes

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<p id="docs-hc-snippet" style="display: none;">You can add resolution codes in Contact Center using two different methods:</p>
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<p id="docs-ai-summary-content">Learn how to add resolution codes to your Contact Center, which help categorize interactions and enhance reporting insights. You can manually create codes or use a bulk upload via CSV or XML files. Admin access is required. Additionally, you can restrict codes to specific queues and set up workflows to ensure codes are selected before ending contacts.</p>
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<p class="p" dir="ltr">You can add resolution codes in Contact Center using two different methods:</p>
<div class="p">
<ul class="ul">
<li class="li" dir="ltr">Users can manually create resolution codes </li>
<li class="li" dir="ltr">Using a bulk upload</li>
</ul>
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<p class="p" dir="ltr">Resolution codes, often labeled as disposition or wrap-up tags, are essential
for categorizing interactions and gathering insights during reporting.</p>
<p class="p" dir="ltr">You must be an admin in Contact Center to add resolution codes.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="rjs1__ul_s1h_krc_qgc">
<li class="li"><a class="xref" href="#topic_rc1_frc_qgc">Adding resolution codes manually</a></li>
<li class="li"><a class="xref" href="#topic_dr3_frc_qgc">Adding resolution codes from a file</a></li>
<li class="li"><a class="xref" href="#topic_hkh_4rc_qgc">Restricting resolution codes to a specific queue</a></li>
<li class="li"><a class="xref" href="#topic_vcm_4rc_qgc">Using trigger workflow actions</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_rc1_frc_qgc">
<h2 class="title topictitle2" id="ariaid-title2">Adding resolution codes manually</h2>
<div class="body">
<p class="p"><strong class="ph b">To manually add resolution codes</strong></p>
<ol class="ol" id="topic_rc1_frc_qgc__ol_tjj_qsl_tgc">
<li class="li">To access the <strong class="ph b">Administrator settings</strong> in Contact Center, click the cogs
icon on the left-hand side of the screen.<p class="p" dir="ltr"><img class="image" id="topic_rc1_frc_qgc__image_fff_xkf_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_rc_10.png" width="400"></p>
</li>
<li class="li">Click the Resolution Codes tab.<p class="p"><img class="image" id="topic_rc1_frc_qgc__image_g4j_zkf_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_rc_9.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Add code</strong> or <strong class="ph b">Add folder</strong>, then enter a name for your new
folder and click the green tick to save it.<p class="p">Alternatively, you could add a
single code, but depending on how many resolution codes you want to enter,
it might be a good idea to start by adding a folder to store them.</p>
<p class="p" dir="ltr"><img class="image" id="topic_rc1_frc_qgc__image_l4k_1lf_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_rc_8.png" width="450"></p>
</li>
<li class="li">Click the folder you created, then click <strong class="ph b">Add Code</strong>. </li>
<li class="li">Enter the name of your resolution code, select a color from the color options,
then click the green tick to save your new code.<p class="p" dir="ltr"><img class="image" id="topic_rc1_frc_qgc__image_exf_blf_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_rc_7.png" width="450"></p>
</li>
<li class="li">Once you have added all your codes, click <strong class="ph b">Save Draft</strong> and then click
<strong class="ph b">Publish</strong> to publish your codes and make them available for your
company to use.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_dr3_frc_qgc">
<h2 class="title topictitle2" id="ariaid-title3">Adding resolution codes from a file</h2>
<div class="body">
<p class="p" dir="ltr">You can bulk upload Contact Center categories and codes using a CSV or XML
file if you have a large number of categories and codes.</p>
<p class="p"><strong class="ph b">To add resolution codes from a file</strong></p>
<ol class="ol" id="topic_dr3_frc_qgc__ol_e1r_vrl_tgc">
<li class="li">Make sure that the resolution code bulk upload template has the following
fields:<ul class="ul" id="topic_dr3_frc_qgc__ul_k51_lwg_pgc">
<li class="li" dir="ltr">
<strong class="ph b">ID:</strong><em class="ph i">Optional</em>. This can be a numeric or
alphanumeric code.</li>
<li class="li" dir="ltr">
<strong class="ph b">Name:</strong> Name of the code or description.</li>
<li class="li" dir="ltr">
<strong class="ph b">Color Swatch Name:</strong> Choose one of nine available colors
(illustrated below). Teal is the default color.</li>
<li class="li" dir="ltr">
<strong class="ph b">Category Level One:</strong><em class="ph i">Optional.</em> This creates the
first level category.</li>
<li class="li" dir="ltr">
<strong class="ph b">Category Level Two:</strong><em class="ph i">Optional.</em> This creates the
second level category.</li>
<li class="li" dir="ltr">
<strong class="ph b">Category Level Three:</strong><em class="ph i">Optional.</em> This creates the
third level category.</li>
</ul>
<p class="p" dir="ltr"><img class="image" id="topic_dr3_frc_qgc__image_xjf_clf_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_rc_6.png" width="550"></p>
</li>
<li class="li">Use colors for your codes to help differentiate them. <p class="p">The template contains a
column labeled <em class="ph i">Color swatch name</em>. Use this column as a reference for
the names. You can enter the hex code or the common name in the
template.</p>
<p class="p" dir="ltr"><img class="image" id="topic_dr3_frc_qgc__image_r4f_dlf_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_rc_5.png" width="500"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_hkh_4rc_qgc">
<h2 class="title topictitle2" id="ariaid-title4">Restricting resolution codes to a specific queue</h2>
<div class="body">
<p class="p" dir="ltr">Resolution codes can be restricted to specific queues. Admins can enable
queue restriction on top-level categories (folders). These categories, including all
subcategories and codes, will only appear for agents who have these queues in their
routing profile.</p>
<p class="p" dir="ltr"><strong class="ph b">To restrict categories by queue</strong></p>
<ol class="ol" id="topic_hkh_4rc_qgc__ol_uwd_tml_tgc">
<li class="li">In Contact Center settings, click the <strong class="ph b">Resolution Codes</strong> tab.<p class="p" dir="ltr"><img class="image" id="topic_hkh_4rc_qgc__image_hn4_2lf_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_rc_4.png" width="550"></p>
</li>
<li class="li">Hover over the required folder. You will see that icons appear to the right.<p class="p" dir="ltr"><img class="image" id="topic_hkh_4rc_qgc__image_vmk_flf_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_rc_3.png" width="450"></p>
</li>
<li class="li">Click the visibility icon.</li>
<li class="li">Select the queues you want and then click <strong class="ph b">Save queues</strong>.<p class="p"><img class="image" id="topic_hkh_4rc_qgc__image_ip5_glf_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_rc_2.png" width="450"></p>
</li>
<li class="li">Click <strong class="ph b">Save Draft</strong> and then <strong class="ph b">Publish</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_vcm_4rc_qgc">
<h2 class="title topictitle2" id="ariaid-title5">Using trigger workflow actions</h2>
<div class="body">
<p class="p" dir="ltr">If you want to ensure that resolution codes are selected before ending the
contact, this can be enabled within workflows. You must be an admin in Contact
Center.</p>
<p class="p" dir="ltr"><strong class="ph b">To configure trigger workflow actions‍</strong></p>
<ol class="ol" id="topic_vcm_4rc_qgc__ol_r51_lwg_pgc">
<li class="li" dir="ltr">In Contact Center, navigate to <strong class="ph b">Settings</strong> and click the
<strong class="ph b">Workflows</strong> tab.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Edit</strong> for the required workflow.</li>
<li class="li" dir="ltr">In the section After Contact Work, under Resolution Codes, select
Required.</li>
</ol>
<p class="p" dir="ltr"><img class="image" id="topic_vcm_4rc_qgc__image_knv_hlf_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_rc_1.png" width="500"></p>
</div>
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