Choosing 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.

Selecting Transaction Codes

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 a mandatory code list if the code list is mandatory.

    Figure 130: 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.

Using Keyboard Shortcuts

To select a transaction code using a keyboard shortcut:

During an interaction, type F2 t to bring up the Transaction CodeThe Transaction Codes feature enables agents to supply supplemental information about the reason for or outcome of an interaction. Transaction codes provide enhanced metrics or enable the calling line ID on an outbound call to be modified. For example, transaction codes could be created for different categories of sales activities such as Initial Contact, Prospect, Customer Satisfied, and so on. list, and then select the desired code.

OR

Type F2 t nn to select a desired transaction code where nn stands for the transaction code number in the list. The code saves.

For a list of acceptable keyboard shortcut keys, refer to the table below:

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

 


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