In 8x8 Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location., transaction codes offer a means to set calling line identifier (caller ID), and 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.
Your contact center administrator can create customized transaction codes in Configuration Manager if the Virtual Contact Center tenant includes the optional transaction codes feature.
During the processing of an interaction, a transaction code list is presented to an agent on Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. under the following circumstances:
- The agent is a member of the group assigned with the code list.
- The agent is a member of the queue/s assigned with the code list/s.
From the presented code list, an agent selects transaction codes:
- before initiating the call.
- during the call.
- at the end of the call during post-processing.
An agent assigned to an outbound calling line identifier code list is presented with the list before initiating an outbound call. The agent must choose a code before dialing. The phone number associated with the selected code sets the caller ID to the call.
An agent assigned to a call disposition list is presented with the code list during an interaction. The agent may select and save one code or multiple codes from a list anytime during the interaction or post-processing. When an agent is a member of the group or queue assigned with multiple lists, all lists are presented to the agent in separate tabs when they accept a call. The agent may select and save codes from multiple lists, and the selected codes appear in historical reports.
The following table lists the uses of transactions codes with corresponding examples:
|Reasons for using transaction codes||Examples of transaction codes|
|State the purpose of an interaction||
|Indicate the outcome of an interaction||
|Define Calling Line Identifier for an outbound call.||Kids Zone - Kids Entertainment Company EMAC - Credit Recovery Inc.|
Supervisors generate historical reports to get call disposition information for analysis, and to determine the need for follow-up actions based on transaction codes. The following reports list transaction codes used during agent interactions.
- Agents: Detailed accepted transactions with wrap up codes: This report lists wrap-up codes used by an agent during all of their inbound accepted interactions. Wrap-up codes indicate call disposition information. You may find multiple instances of the same call to indicate multiple wrap-up codes applied to the same call.
- Agents: Detailed outbound transactions with wrap up codes: This report lists dial codes as well as wrap-up codes. Dial codes are caller ID-related codes which appear before dialing the call. An agent can apply only one dial code to a call, whereas they can apply multiple wrap-up codes.
Agents: Transactions grouped by wrap up codes: This report groups transactions by wrap-up codes, by queue, by channel, by media, and by agent.
According to the sample report shown above, AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Smith processed 12 Follow-up chats, 14 Call back chats, and 7 chats with undefined wrap-up codes, totaling 33 chats for the Support queue. The respective percentage values are 36.36%, 42.42%, and 21.21%. Agent Smith spent 0:16:08 on 12 chats, 0:14:45 to process 14 chats, and 0:05:56 to process other chats, accounting to a total of 0:36:49 minutes. Accordingly, the % values by wrap-up code are 43.82% for follow-up chats, 40.06% for Call back chats, 16.12% on other chats. Additionally, Agent Smith processed emails from three other queues; Support Email, Helpdesk Email, and Sales Email.
The report also indicates Agent Smith processed a total of 64 follow-up interactions (Chat and Email), 42 Call back interactions, and 81 interactions with undefined wrap-up codes, with the respectively percentages of 34.22%, 22.46%, and 43.32%. Similarly, the total time spent is indicated. You can further customize the report to include data about any number of agents for a particular day or date range.
Note: AMD, CCB, and Auto-TCL services create system-generated transaction codes. Transaction codes record the outcome of each interactions using codes such as "Answer machine detected", "Call rejected", "Mobile number blocked", "Temporary failure", etc.