Select transaction codes

8x8 Contact Center transaction codes are mainly used to state the purpose of interactions, and to indicate the outcome of inbound and outbound interactions.

For example, an ACME Sales representative processing a sales campaign for a new product, places outbound calls to prospect customers. He 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, Faulty Number, and more. 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.

If your contact center includes the optional transaction codes feature, your contact center administrator creates transactions codes that identify call disposition.

Optional vs. required

Codes can be configured to be optional or required. If your contact center administrator configures a code list as mandatory, as you process interactions, you are required to select transaction codes. You are allowed to wrap up a call only after selecting the desired codes. If your administrator configures a code list as optional, as you process interactions, you have the flexibility to skip selecting codes.

To select transaction codes during a call:

  1. Before wrapping an active call, go to the Disposition tab.
  2. Note: The red asterisk on the Disposition tab header indicates that the codes are mandatory.



    From the list of disposition codes, select the desired code that best indicates the outcome of the call.
  3. Click Hang up to end the call.
  4. Click Wrap up to complete processing the call.

    Note: If you end the call without selecting a mandatory code, the call stagnates in the post processing mode until a code is selected. The timer is on indicating the duration in the post processing mode.

  5. You can also hang up the call first, click Go to disposition and select a code, and then click Wrap up.