The Contact Centre solution has configurable Reason Codes that can be utilised for managing agent status’ such as ‘Lunch’, ‘Break, 'Administration' for example.
These are integrated within Reporting Services (Management information) and provide a valuable way of auditing agent activities, both in real-time and historically.
Supervisors can add and manage reason codes within the contact centre interface to meet their own business needs.
Agents can also be given the permission to create reason codes, although the default setting allows agents to view reason codes, but not change them.
Product Video:
This short video shows you how to create, change and delete 'Reason Codes'
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