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Selecting Transaction Codes

Transaction codes are mainly used to:

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 etc. 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 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. 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 can end processing 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 codes selection.

Figure 17: Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions., selecting a transaction code

You may select a transaction code to indicate the call disposition as shown above.

To select transaction codes during a call:

  1. During an active call, click Options > Transaction Codes.

    Note: The Options button or the Transaction Codes button indicates when the code list is mandatory.

    Figure 18: Mandatory Transaction Codes Vs. Optional Transaction Codes

    The code list assigned to the queue or the agent group shows.

  2. Select the desired code/s and click Continue. The code is assigned to the call.

    Note: If you end the call without selecting a mandatory code, the call stagnates in the post processing mode. Clicking End Post Processing brings up the code list forcing a selection.

    The Agent Console applies the code and enables you to begin processing the new interaction. The transaction code gets logged in the contact center's historical reports.

Using Keyboard Shortcuts

In a contact center environment, time taken by agents to process calls is critically important. During a call, agents may be required to browse multiple code lists and select desired code/s for each call. This process is time consuming. The keyboard shortcuts for codes minimize the time in selecting the codes by reducing the number of clicks in the call flow. This feature is useful when the agent knows the code selection and does not have to go through the lists to make choices.

The keyboard shortcut for Transaction codes is F2 t nn (sequentially, where t is transaction code, and nn is code number). Within each code list, each code is numbered from 01 onwards. To select a second code in the list press F2 t 02.

Note: The keyboard shortcut works with one set of transaction codes only. It does not support more than one set of codes.

To select a transaction code using a keyboard shortcut:

Note: While selecting a code using the shortcut, always choose lower case d or t. Enter the number as 01, not 1.

Table 4: Acceptable and non-acceptable keyboard shortcut keys:

Transaction Codes Keyboard Shortcut Acceptable Format
F2 t 01 Yes
F2 T 01 No
F2 t 1 No

See Also

 


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