Transaction codes overview

8x8 Contact Center transaction codes offer a means to apply call disposition to inbound as well as outbound interactions. Each inbound or outbound interaction in a call center has some purpose and disposition. Transaction codes can be defined to collect call disposition information from the agents at the time of the call and supervisors can report on this information for analysis and to determine further processing.

For example, an ACME sales representative, who is processing a sales campaign for a new product, places outbound calls to prospect customers. The representative can record the result of each interaction with predefined transaction codes, such as Successful Sale, Prospect Interested - Call back, Prospect not Interested - Do not call back, Reached Voicemail, and Faulty Number. Further in the sales process, you can define transaction codes to identify various stages of the sales process, and apply the codes to convey the status and result of each interaction.

Using the transaction codes functionality:

  • An administrator predefines a list of transaction codes used to describe the purpose of an interaction, or probable outcomes for an interaction.
  • An agent applies a call disposition from the predefined list of transaction codes during the processing or post-processing stage of an interaction.
  • A supervisor reports on call disposition for further analysis and to determine further processing.

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