Virtual Contact Center allows you to define status codes for your company's agents. Status codes offer a mechanism to track agent activity during work hours. With codes, you can define reasons for changing status, such as Lunch, Attend Meeting, or Taking Break. These codes can be invoked for status change actions, such as Take Break, Work Offline, Logoff, and Reject Phone.
Creating a new status code list involves:
|Active||Select the check box to put this code list into service.|
|Name (Required)||Enter a name for the new code list.|
|Description||Enter a brief description of the purpose of the code list.|
|Category||A category distinguishes multiple code lists, and attributes a code list to a specific group. For example, you can create categories for Sales, Support, Services, and more. You can then assign each code list to a particular category.|
In the Category list, do one of the following:
|Sort Order||Select the order in which the codes should appear in Agent Console:|
|Admin Notes||Type information that enables administrators to understand the purpose of the code list.|
|Primary Language (Required)||Select a primary language in which the codes are written. This information is required to create a list.|
Note: After saving the code list, you cannot change the Primary Language setting.
|Secondary Language||Select the languages to translate the codes to. This option allows you to set up codes in languages other than English.|
In the Codes tab, you can define individual status codes and assign them to an agent’s action or status change. These codes are invoked when an agent performs one of the following actions:
To define status codes:
|Status Codes Field Name||Description|
|Active||Select to activate the code.|
|Menu Text||Type the string that Agent Console displays when displaying the code, such as Attend Meeting.|
|Report Text||Type the string that Agent Console displays when listing the code in a report, such as Attend Meeting.|
|Short Code||Type the string that Agent Console uses when displaying the code's short identifier, such as Mtg.|
|Status Action categories||Choose an optional primary category for the code:|
|Used||If an agent has applied a code in their Agent Console, then Configuration Manager adds a check mark to that code and its parent list. After a code has been used, the code and its code list cannot be deleted.|
The Translations tab allows you to translate codes from the primary language to the secondary languages supported by Virtual Contact Center. You must specify a secondary language in the Properties tab to enable translation. This procedure is optional based on your company’s needs. Use the Translations tab to configure secondary language options for individual status codes.
|Secondary Languages||Choose one of the secondary languages selected in the status codes Properties tab.|
When you select a secondary language, Configuration Manager changes the title of Menu Text.
|Primary Language||Read-only list of status code descriptions in the code's primary language.|
|Menu Text (secondary language ID)||Choose a secondary language, and type the string in that language. Agent Console displays the menu code in the secondary language.|
|Report Text||Choose a secondary language, and type the string in that language. Agent Console displays the report text in the secondary language.|
|Short Code||Choose a secondary language, and type the string in that language. Agent Console uses the short code when displaying the codes' short identifier.|
|Active||Shows the Active list of the status codes.|
After creating the codes, choose the agent groups, and specify individual agents within each group to assign the code list to. Use the Assignments tab for this purpose.
You can edit or delete existing code lists at any time.
To edit a status codes list:
To delete an existing status code list:
Note: You cannot recover a deleted list.
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