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Transaction Codes Overview

Transaction codes offer a means to apply call disposition to inbound as well as outbound interactions. Each inbound or outbound interaction in a call center has some purpose and disposition. Transaction codes can be defined to collect call disposition information from the agents at the time of the call and supervisors can report on this information for analysis and to determine further processing.

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’, and ‘Faulty Number’ 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.

The following topics are discussed in this chapter:

Using transaction codes functionality:


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