Work Codes
Work Codes, also often referred to as Result Codes, Dispositions, or Finish Codes - are a feature common across all channels within Symbee Connect and are used to capture outcomes and activity from agents about the handling of calls and tasks in the contact center.
Work Codes are organized into Work Code Groups. Each Work Code Group is then configured with its associated Skill Queues. This allows you to configure different groups of Work Codes to be presented to the Agent to pick from, based on the call or type of task they are working, and the queue it arrived through. For example, an agent working a sales call can be presented a different set of Work Codes than an agent working a technical support webchat.
You can control at a User Profile level, whether an agent is allowed to select a single or multiple relevant Work Codes for each call or task. You can also control whether Work Code selection is optional or mandatory (Work Codes Required).
Maintain Work Codes
This screen lists the currently configured Work Codes. An individual Work Code can be assigned to multiple Work Code Groups, therefore you can configure a specific Work Code to represent a particular business action or outcome that might be common across multiple departments of business units. This may be useful for those creating high-level business reports across multiple business units and departments.
There is no limit to the number of Work Codes you can configure.
Options are available to to Modify, Delete and Add New Work Code.
Work Code Settings
Name
The name displayed to the agent when choosing a Work Code, and the value in reports or results.
Description
A longer description - will be displayed as a tool-tip for the Work Code.
Sort Order
The order when displayed within a work code group during agent selection. The lower the number, the higher the order. For example: 10 will be displayed before 100 within the group.
Enabled
Enable or disable the work code from views.
Contact Unsuccessful
If set, indicates contact with the Customer was attempted, but no contact was made.
Work Code Groups
This screen lists the currently configured Work Code Groups. Work Code Groups are used to organize sets of work codes into groups that can be mapped to Skill Queues to control which work codes are presented to the agent for each call or task.
Options are available to Modify, Delete and Add New Work Codes Group.
Work Codes Group Settings
Group Name
The name of the group of work codes displayed to the agent when choosing Work Codes
Description
A longer description to describe to the Work Code Group - will be displayed as a tool-tip for Group during selection.
Enabled
Enable or disable this Work Code Group.
Sort Order
The order of the group when displayed during agent selection. The lower the number, the higher the order. For example: A group with 10 will be displayed before a group with 100.
Work Codes Assigned to the Group
The current list of individual Work Codes assigned to the group.
Queues Associated with this Group
The current list of Skill Queues the Work Code Group is assigned to.