Reporting on Transaction Codes

If your 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. tenant includes the optional transaction codes feature, the contact center administrator can use the Configuration Manager to create customized transaction codes.

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.

 

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