The Contact Centre solution has configurable reason codes that can be utilised for managing agent status’ such as ‘Lunch’, ‘Break, etc.
These are integrated within reporting services and provide a valuable way of auditing agent activities, both in real-time and historically.
Supervisors can ‘create’ and manage their own reason codes within the Contact Centre interface to meet their business needs.
This short video shows you how to 'create', 'change' and 'delete' reason codes:
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Video tutorials | team-configuration