Tagging calls with Classification Codes

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 be entered only 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 supported only 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

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.

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