Call classifications are primarily used for reporting purposes. By classifying a call during the discharge time the Agent tags the real purpose of a call. For instance when an IVR is used and callers make the wrong choice they are routed to the wrong Skill. When the classification reports show an undesirable high number wrong selections you might want to change the IVR menu. Or when your company has a special offer to their customers the interest can be measured by using a ‘Special Offer’ classification.