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Status Codes Overview

Status codes enable contact center supervisors to track how an agent functions through a workday. When an agent is logged into the Agent Console, he/ she accepts or rejects interactions, takes breaks, works offline or logs out. Supervisors might want to know more details or reasons for an agent changing the status or rejecting an interaction. Agent statuses such as On Break or Work Offline do not point out the specific reasons for status change by the agent. Status codes can be defined to bridge this information gap. The status codes associate an agent’s status change action with probable reasons for the change, and enable supervisors or managers to track the work pattern of agents.

For example, you can define status codes such as Attend Meeting or Complete Case Work as probable reasons for an agent to work offline.

The following topics are discussed in this chapter:

Using status codes functionality:

 


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