Ability to Automatically Assign Transaction Codes (Auto-TCL)

8x8 Virtual Contact Center automatically assigns transaction codes to campaign calls when the destination party is not available to answer the call, or when the call cannot be completed (such as when there is a busy tone or dead line). The new feature also identifies calls that are answered by a machine. Auto-TCL works with the Answering Machine Detection (AMD) service to identify such calls and automatically disposition them. It then moves on to the next call with minimal agent disruption. This feature allows agents to be more efficient with their time. The Auto-TCL feature must be provisioned for the tenant. Administrators can then set it up in Configuration Manager.

To set up Auto-TCL for campaigns:

  1. Log in to Configuration Manager and go to Campaigns.
  2. Click to edit or create a new campaign.
  3. Under Properties, select Automatically apply Transaction Code to System ended calls. Transaction codes record the outcome of each interactions using codes such as "Answer machine detected", "Call rejected", "Mobile number blocked", "Temporary failure", etc.
  4. Select Override Mandatory Transaction Code selection to let the system enter system-defined transaction codes, such as "Blocked number", instead of the mandatory codes selected manually by agents.

    Note: Auto-TCL supports campaign calls only.

    In Agent Console, the call log or task under a customer logs the automatic transaction code, such as "Answer machine detected".

 


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