Skip to main content
How do Supervisors Use Transaction Codes after calls have been Tagged
8x8 Support

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.

clipboard_ee6f4bb19b7fe19ca14c4d1894b1f0aee.png

Transactions Grouped by Wrap Up Codes

The report groups transactions by wrap-up codes, queue, channel, media, and agent.

clipboard_ec5c5eade65898f6d30596421e1940e8e.png

 

 

 

  • Was this article helpful?