How do Supervisors Use Transaction Codes after calls have been Tagged
Question
When an agent has tagged a call for their supervisor, using Transaction Codes, how can the Supervisor use them?
Applies To
- 8x8 Contact Center
- Transaction Codes
Answer
Supervisors generate historical reports to get call disposition information for analysis and to determine the need for follow-up actions based on transaction codes, also known as wrap-up codes. The following reports list transaction codes used during agent interactions:
Detailed Accepted Transactions with Wrap Up Codes
This report lists wrap-up codes used by an agent during all of their inbound accepted interactions. Wrap-up codes indicate call disposition information. You may find multiple instances of the same call to indicate multiple wrap-up codes applied to the same call.
Detailed Outbound Transactions with Wrap Up Codes
This report lists dial codes as well as wrap-up codes. Dial codes are caller ID-related codes, which appear before dialing the call. An agent can apply only one dial code to a call but can apply multiple wrap-up codes.
Transactions Grouped by Wrap Up Codes
The report groups transactions by wrap-up codes, queue, channel, media, and agent.
