How do I create a 'Reason Code'?

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.

Reason Codes are a good method of allowing agents (call handlers) to select a pre-configured reason code when changing their readiness status to 'Not Ready'.

The team supervisor (and other members of their contact centre team) will be able to view the agents who are not ready and the reason e.g Lunch Break.

Reason Codes are configured by the team Supervisor as shown below:

1. From the Team Administration menu

2. Select 'Administration' as shown below:

2. Select 'Cloud Contact Centre' as shown below:

4. A list of pre-configured Reason Codes will be displayed (if they have been previously created), as shown in the example below:

5. To create a new Reason Code click on the 'Add' symbol as shown above.

6. In the 'Code' field enter any number up to 3-digits

7. Enter a 'Description' reason (this can be easily edited later if necessary)

8. Click 'Save' to save the 'Reason Code' or 'Cancel' to return to the 'Reason Codes' page, without creating a new reason code.

Product Video:

This short video shows you how to create, change and delete 'Reason Codes'

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