Like how CRMs/ticketing systems typically use Problem/Category fields for more granular data collection, nested/hierarchical call type fields (or call types that could then drive nested/hierarchical problem/resolution fields) would allow us to both keep data entry fields shorter for agent entry but also capture more granular data for reporting/analytics purposes.
Choosing a call type would then populate another nested call type (say, level two) that would populate based on the call type chosen.
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