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Creating Status Codes

Virtual Contact Center allows you to define status codes for your company's agents. Status Codes offers a mechanism to track agent's activity during their work hours. With codes, you can define reasons for changing status such as lunch, attend meeting, or taking break. These codes can be invoked for status change actions such as Take break, work offline, Logoff, and Reject Phone.

Creating a new status code list involves:

  1. Defining properties of the list (Required)
  2. Defining individual codes (Required)
  3. Translating codes to secondary languages (Optional)
  4. Assigning a code list to agent groups (Required) and specific agents (Optional)

To create a new status code:

  1. Select Status Codes from the navigation menu. The Status Codes home page appears.

  2. Click or Add. The Properties tab appears.

  3. Enter the following properties for the status codes list.

    Table 64: Summary of Status Codes page, Properties tab options

    Field Name Description

    Active

    Check the box to put this code list into service.

    Name (Required)

    Enter a name for the new status code list.

    Description

    Enter a brief description of the purpose of the code list.

    Category

     

    A category distinguishes multiple code lists and attributes a code list to a specific group. For example, you can create categories for Sales, Support, Services etc. You can then attribute/assign each code list to a particular category.

    In the Category list:

    • Choose Edit Categories to create a new status code category.

      —or—

    • Choose an existing status code category.

    Sort Order

     

    Select the order in which the codes should appear in the Agent Console:

    • Manual—Allows organizing the order of the codes manually.
    • Automatic—Organizes the codes alphabetically.

    Admin Notes

    Type information that enables administrators to understand the purpose of this code list.

    Primary Language (Required)

     

    Select a language in which the codes are written primarily. This information is required to create a list.

    Note: After saving the code list, you cannot change the Primary Language setting.

    Secondary Language

    Select the languages to translate the codes to. This option allows you to set up codes in languages other than English.

  4. Click Save to save the properties.

    The Codes tab displays. The Codes tab allows you to define individual status codes and assign them to an agent’s action or status change. These codes are invoked when an agent performs one of the following actions:

  1. Click or Add.

  2. Enter the details of the code: 

    Field NameDescription

    Menu Text

     

    Type the string the Agent Console displays when displaying the code.

    For Example, Attend Meeting

    For Example, Prospect Interested – Call Back

    Report Text

     

    Type the string the Agent Console displays when listing the code in a report.

    For Example, Attend Meeting

    For Example, Prospect Interested – Call Back

    Short Code

     

    Type the string the Agent Console uses when displaying the code's short identifier.

    For Example, Mtg

    For Example, Int

  3. Select a status action check box to assign the code to an agent's action such as Take Break, Work Offline, etc.
  4. Select Active check box to activate the code.
  5. Repeat steps #5 to #7 to create multiple codes.
  6. Click Save.

    The Translations tab gives the ability to translate codes from the primary language to secondary languages supported by Virtual Contact Center. This step is optional based on your company’s needs. Use the Translations tab to configure secondary language options for individual status codes.

  7. Select a code from the read-only list of codes in the Translations tab.
  8. Select a secondary language from the drop down menu.
  9. Enter the translated Menu TextMenu Text is the string the Agent Console displays when displaying the code in the secondary language, Report TextReport Text is the string the Agent Console displays when listing the code in a report., and Short Code Short Code is the string the Agent Console uses when displaying the codes' short identifier. in the secondary language of your choice.

  10. Repeat step #13 for each of your secondary language.
  11. Click Save.
    After creating the codes, choose agent groups and specify individual agents within each group to assign the code list to. Use the Status Codes page, Assignments tab to choose which groups and agents use the status code list.

  1. Click Assignments tab. All agent groups in your contact center show. Groups that are currently assigned to other status lists are grayed out.
  2. Select a group from the list. A menu appears on the same line.
  3. Activate agents by checking the check box next to each name.

    OR

    Click Activate All to select all agents in the group.

  4. Click Save to save the settings for the code.

    You have now defined a status code list. To verify the behavior, log in to Agent Console as an agent belonging to the group. Change status to invoke the status codes.

See Also

 


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