> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/contact-center-configuration/reusable-assets-routing-objects/manage-call-classifications.md).

# Manage call classifications

Manage call classifications so agents can apply a consistent tagging structure during or after supported conversations.

Call classifications define the tagging structure agents use during or after a supported conversation. Decide the classification model before you build the list so agents do not need to relearn the workflow after go-live.

{% hint style="warning" %}
Changes to classification items can affect live agent workflows immediately. Validate any structural change in a test contact center before you remove or repurpose existing values.
{% endhint %}

## Prerequisites

* A Unified Contact Center (UCC) SharePoint site already exists for the contact center. See [Create UCC Site](/set-up-dialogue-cloud-neo/prerequisites/configure-sharepoint-sites/create-ucc-site.md).
* You can open the relevant UCC SharePoint list and create, edit, and delete classification items for the contact center.
* You know whether the contact center needs a single-select list, a parent-child structure, or multiple classification questions.

## Open the call classifications list

Call classifications are managed in the SharePoint-backed UCC site used by the contact center.

Open the current UCC SharePoint site, then use **Site Contents** or the equivalent deployment-specific list navigation to open the call classifications list.

{% hint style="info" %}
The exact menu labels and shortcuts can vary between deployments. Start from the current UCC SharePoint site and use the deployment's exposed list navigation rather than relying on a deployment-specific shortcut label.
{% endhint %}

## Call classification fields

| Field   | Use                                                                                                                                                                            |
| ------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| `Title` | Name of the classification value                                                                                                                                               |
| `Level` | Controls how classifications are layered in the agent workflow; use `0` for one selectable classification and sequential higher levels for additional classification questions |

## Level numbering model

The `Level` field controls the order in which classification questions appear to the agent.

* Use level `0` when the workflow needs only one selectable classification value.
* Use sequential higher levels such as `1`, `2`, and `3` when the workflow should reveal additional classification questions after the first selection.
* Keep the numbering order consistent within the same design so the dropdown pattern remains predictable.

## Classification setup patterns

### One selectable classification

Create one item per classification and set each item to level `0`.

Example values:

* `Incident`
* `Problem`
* `Other`

This produces one dropdown with those options.

### Classifications with sub-classifications

Create one item per parent-child combination and separate the values with `;`.

Example values:

* `Incident;New`
* `Incident;Update`
* `Problem;New`
* `Problem;Cancel`
* `Other`

This produces one initial dropdown, then a second dropdown only for the matching parent option.

### Multiple classification questions

Create one item per classification level combination, with each question assigned its own level.

Example values:

* Level `1`: `Incident`, `Problem`, `Other`
* Level `2`: `New`, `Update`, `Cancel`

This produces a first dropdown for level `1`, followed by the level `2` options after the first selection.

## Mandatory classification workflows

Some deployments enforce classification before an agent can finish handling a conversation. Validate the exact mandatory-classification behavior used by your deployment before you make classifications mandatory in production.

## Manage call classification items

<details>

<summary>Create a call classification item</summary>

1. Open the call classifications list.
2. Select **Add new item**.
3. Enter the `Title` and `Level` values.
4. Select **Save**.

</details>

<details>

<summary>Edit a call classification item</summary>

1. Open the call classifications list.
2. Select the existing item.
3. Select **Edit Properties**.
4. Before you change a live structure, record the current titles and levels so you can restore the previous dropdown design quickly if needed.
5. Update the values.
6. Select **Save**.

</details>

<details>

<summary>Remove a call classification item</summary>

1. Open the call classifications list.
2. Select the item.
3. Record the current titles and levels, and confirm the live workflow no longer needs that structure before you remove it.
4. Select **Delete Item**.

</details>

## Verification

1. Confirm the list contains the intended values and levels.
2. Test one agent workflow that uses the classification structure.
3. Confirm the expected dropdown pattern appears for the chosen design.
4. If classifications are mandatory in your deployment, confirm the enforcement behavior in a test conversation before you enable it in production.

## Related topics

{% content-ref url="/spaces/8itFXJdndqu1dclywEFc/pages/fJStjm4z3XJycHzonnMR" %}
[Create a SharePoint UCC site](/set-up-dialogue-cloud-neo/prerequisites/configure-sharepoint-sites/create-ucc-site.md)
{% endcontent-ref %}


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://atlas.anywhere.now/contact-center-configuration/reusable-assets-routing-objects/manage-call-classifications.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.