Creating a transaction code list involves:
|Active||Select the check box to put this code list into service.|
|Name (required)||Enter a name for the transaction code list.|
|Description||Enter a description for the transaction code list.|
|Category||Refers to a category of lists, such as Sales, Marketing, or Support. Within a single category, you can group multiple transaction code lists. You can create a new category or add a list to an existing category.|
In the Category list, do one of the following:
|Secondary Languages||Select other languages to translate the codes into.|
|Sort Order||Refers to the order in which the codes within the list are sorted when presented to an agent.|
|Required||If enabled, the agent has to select a transaction code for all phone calls.|
|Multiple-choice||If enabled, the agent has to select multiple codes from the transaction codes list.|
|Assignment Type||Select an Agent Group or Queue to assign the list to. This option enables the members of the group or queue to access the list during phone calls.|
|Primary Language (required)||Select the primary language in which the codes are written. This information is required to create a list.|
Note: After saving the list, you cannot change the Primary Language setting.
|Admin Notes||Type information that enables administrators to understand the purpose of the code list.|
You can define individual transaction codes in the Codes tab.
|Active||Select Active to activate the specific transaction codes.|
|Menu Text||Type the string that Agent Console displays when displaying the code, such as Prospect Interested – Call Back.|
|Report Text||Type the string that Agent Console displays when listing the code in a report, such as Prospect Interested – Call Back.|
|Short Code||Type the string that Agent Console uses when displaying the code's short identifier, such as Int.|
|Used||If an agent has used a code in their Agent Console, then the code is marked with in the Used column. After a code has been used, the code and its code group cannot be deleted.|
The Translations tab allows you to translate codes from the primary language to the secondary language supported by Virtual Contact Center. You must specify a secondary language in the Properties tab to enable translation. This procedure is optional.
|Secondary Languages||Choose one of the secondary languages selected in the transaction codes Properties tab.|
When you select a secondary language, Configuration Manager changes the title of the Menu Text text entry area described later in this table.
|Primary Language||A read-only list of transaction codes created in the Codes tab, and as written in the primary language.|
|Menu Text (secondary language ID)||Choose a secondary language, and type the string in that language. Agent Console displays the menu code in the secondary language.|
|Report Text||Choose a secondary language, and type the string in that language. Agent Console displays the report text in the secondary language.|
|Short Code||Choose a secondary language, and type the string in that language. Agent Console uses the short code when displaying the code's short identifier.|
|Active||Shows the Active list of transaction codes.|
The Assignment tab enables you to select agent groups or queues to assign the code list. Based on your choice of assignment type in properties, the list of agent groups or queues setup in the tenant show up.
Note: A transaction code list is not functional until activated and assigned.
You can edit or delete existing transaction code lists at any time.
To edit a transaction codes list:
To delete an existing transaction code list:
Note: You cannot recover a deleted list.
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