Tagging interactions with Account Codes

Account Codes are used for reporting purposes. They are numbers identifying services, departments, or other elements of the contact center. Agents can tag interactions with Account Codes in Ignite to indicate in reports what the interaction was about.

For example, an agent handling chats for three catalog companies enters an Account Code of ‘01’ to indicate that the customer is inquiring about Company A. Later in the same chat interaction the agent enters an Account Code of ‘06’ to indicate that the customer is inquiring about Company A’s mail-out services.

Agents can only apply Account Codes when replying to interactions. Agents can tag interactions with multiple Account Codes but cannot configure Account Codes in Ignite.

Please note the following limitations regarding tagging voice interactions with Account Codes in Ignite
  • Voice interactions handled in Ignite can only be tagged with non-verified Account Codes. Verified Account Codes are entered before an outbound voice interaction and can be applied via Contact Center Client. For more information on verified Account Codes in your contact center, contact your system administrator.
  • Tagging interactions with Classification Codes is supported from Ignite for voice interactions only. Classification codes associate the entire interaction handling duration to the Account Code selected. 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. To learn more about applying Classification Codes to voice interactions, see "Tagging calls with Classification Codes".
  • Tagging interactions with Classification Codes is supported from Ignite for voice interactions only. Classification codes associate the entire interaction handling duration to the Account Code selected. This includes transfer time. To learn more about applying Classification Codes to voice interactions, see "Tagging calls with Classification Codes".
Note:

Classification Codes are not supported for multimedia interactions, only Account Codes may be used on multimedia interactions.

Note:

Account Codes on emails are terminated after employee logout. Agents logging into Ignite to resume work on emails must re-enter their last Account Code.

To tag an interaction with an Account Code (DESKTOP)
  1. In the Preview pane, expand History and Account Codes and select Account Codes.
  2. Expand any Account Code groups, if required.
  3. Beside the Account Code you are using to tag the interaction, click Apply.

    Account Codes applied to an interaction are marked in bold.

    Note:

    Alternatively, apply Account Codes via the Account Code button that displays in theSidebar.

To tag an interaction with an Account Code (WEB)
  1. Select an interaction or hover over the item avatar and click Apply Code. The account codes/categories are displayed in tree view (as configured in YSE) in the Apply Classification/Account Code window.
  2. Select an Account Code. You can type the name or number of a code in the Search field. Optionally, use the Expand or Collapse buttons to view account codes and select the required account code.
    Note:

    If you enter a number or the name in the search field, and the system returns only one result, you can apply the Code by pressing Enter.

Parent topic: Ignite
↑