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How do Supervisors Use Transaction Codes after calls have been Tagged
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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

Virtual Contact Center

Solution

For information on what a Transaction Code is please click here:

How do supervisors use transaction codes?

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:

  • Agents: 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.
  • Agents: 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.

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  • Agents: Transactions grouped by wrap up codes: The report groups transactions by wrap-up codes, queue, channel, media, and agent.

 

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