Reasons
Overview
The Reasons taxonomy page is where you manage all Reason records in Birdie Settings.
Reasons are one of the core taxonomy types in Birdie. They represent the main contact motives or service categories used to structure quality analysis.
This page centralizes the operational work of managing Reasons as taxonomy items. Use it to review your catalog and create new Reasons.
Reasons are grouped inside Areas.
If you want the conceptual definition of a Reason and how it behaves in QA workflows, see Reasons.
Viewing & Searching
The main tab shows the full Reason catalog as a list.
Each row includes:
Taxonomy ID, such as
[RS-021]Reason name, such as
Billing support
Use this view to review the list of contact reasons already configured.
Creating New Data
Click New reason to create a new Reason.
When creating a new Reason:
Define the contact motive or service flow.
Define the data filter that represents it.
Save it to add it to the catalog.
Use names that match how your operation classifies service demand.
Organization Inside Areas
Reasons are grouped by Area, not by collection.
This structure keeps each Reason tied to the correct operational context.
Use this structure when you need to:
separate contact motives by Area
keep the taxonomy aligned with QA workflows
maintain a clear hierarchy between Areas and Reasons
Best Practices
Use one Reason per service motive.
Avoid duplicate labels for the same flow.
Keep naming aligned with internal operations.
Keep each Reason under the correct Area.
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