Classification Codes are a type of Account Code but differ in the following ways:
- You can apply multiple Classification Codes, and this can be done at any point during the (call or interaction) or its Work Timer. All Classification Codes applied to a call are pegged with the full call duration, from the time the call arrives until the call ends. This includes transfer time. It also includes Work Timer duration if 'Include queue work timer as part of handling time' is enabled on the queue. If the same code is entered twice, it is not double pegged in reporting statistics.
- Classification Codes can be ‘forced’, meaning the agent must enter a Classification Code either during the call or when in Work Timer to remain within compliance.
- Account Codes can only be entered during a call, but Classification Codes can be entered during or after a call (while in Work Timer). There are often scenarios within which you set single or multiple Account Codes during a call and then set a Classification Code when the call terminates.
Note:
Classification Codes are only supported for ACD voice (calls or interactions).
Note:
During a call, apply Classification Codes as you would Account Codes, using the list of Account Codes in the ‘Set Account Code’ rolling panel in the Sidebar or in the 'History and Account Code' section of the Preview pane.
To tag a call with a Classification Code after a call ends (DESKTOP)
- In the Sidebar, click the Classify button to open the Classify rolling panel.
When the call ends, the Classify button displays (and flashes if forced Classification Codes are enabled) and Work Timer is activated.
- Select the applicable Classification Code from the list that displays and click Apply.
Note:
If you are handling more than one item in the Inbox, for example, one email and one call, and you apply a Classification Code during the call, it will be applied to the call regardless of which item is currently selected in the Inbox. If you apply a Classification Code after the call when in Work Timer, the voice interaction stays in your Inbox and you must use the ‘Classify’ button in the Sidebar to apply a Classification Code to the voice interaction.
- If Work Timer has not been configured to automatically cancel after entering a Classification Code, cancel Work Timer by clicking the Remove Work Timer button in the Sidebar.
Note:
Forced Classification Codes prevent canceling Work Timer until a Code is entered. Failing to enter a Classification Code before Work Timer expires or is removed by entering Busy/Make Busy or DND can result in a default Classification Code of ‘-1 Non-Compliant’ applied automatically.
To tag a call with a Classification Code after a call ends (WEB)
Note:
During a call, apply Classification Codes as you would Account Codes, but select ‘Classification’ in the Classify dialog window.
- Click Enter a Classification Code.
- Select a Classification Code. You can type the name or number of a Code in the Search field.
Note:
If you enter a number in the search field, you can apply the Code by pressing ‘Enter’ when prompted.