Status codes enable contact center supervisors to track how an agent functions through a workday. When an agent is logged in to Agent Console, the agent 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 the status change by the agent. Status codes can be defined to bridge this information gap. The status codes associate an agent’s status change 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.
Using the status codes functionality:
If your contact center's workflow requires a close supervision of agent's time, then you may define status codes to achieve that goal. The most common reasons to use status codes are:
The following table lists an agent's actions for which you can define status codes, as well as examples of corresponding status codes.
|Agent Status action||Examples of Status Codes|
|Work Offline||Attend Meeting
|Logout||End of shift
|Working on a Case
Not Ready for Interaction
Nearing Break Time
Before you define status codes, you need to understand your company's workflow. If your company has multiple workflows, you can create a separate status code list for each. For example, if your company has separate workflows for Support and Sales, you can define a separate code list for each department.
Each status code list contains a set of codes or reasons for a specific status change. A list of status codes can be assigned to a group of agents with the limitation that they only access one list of status codes. Within the agent group, specific agents can be enabled or disabled to have access to the status code list.
Defining status codes requires you to:
Creating a status code list involves the following tasks:
In Agent Console, agents assigned to a status code list are presented with individual status codes in the list. The agent must choose a code from the presented list that describes the reason for the status change, and only then are they allowed to proceed with the action. For example, when an agent who is active changes their status to Work Offline, a list of status codes associated with the action (such as Attend Meeting or Working on a Project) are presented to them in a drop-down list.
Supervisors can track how agents spend their time by generating the following historical reports:
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