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Reporting on Status 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 status codes feature, the contact center administrator can use the Configuration Manager to create customized status codes.

Status codes enable contact center supervisors to track how an agent spends his time through a workday. When an agent is logged into the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions., he/ she accepts or rejects interactions, takes breaks, works offline or logs out. As a supervisor, you might want to know reasons for an agent changing the status or rejecting an interaction. AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. statuses such as 'On Break', 'Work Offline' do not point out the specific reasons for status change by the agent. The status codes associate an agent’s status change with probable reasons , and enable supervisors or managers to track the work pattern of agents.

The following table lists agent's status change with examples of corresponding status codes.

Table 9: Status CodesThe Status Codes feature enables agents to supply supplemental information about why they changed their state. Status Codes provide enhanced workforce planning and management. For example, status codes could be created for different categories of breaks such as Break for Lunch, Break for Meeting, and so on.

Agent's Actions on Agent Console Examples of Status Codes

Take Break

Lunch

Short Break

Restroom

Work Offline

Attend Meeting

Project Work

Training

Outbound Call

Logout

End of shift

PC Reboot

Reject Phone

Reject Chat

Reject Email

Working on a Case

Technical Issue

Not Ready for Interaction

Nearing Break Time

As an agent processes interactions and changes their status, the Agent Console prompts the agent to select from your list of customized status codes. The Agent Console incorporates those codes into historical reports.

 

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