Call Work Codes

[EchoSpark]

I have created call work codes through the Call Center Administration & Dictionary in CMS but i can't generate Historical call work codes report even though the agents put in their codes with #. The agents use auto-in.
What else needs to be done? Can anyone tell me the procedure for implementation and usage?

Thanks.

 

[anisbet2171]

Make sure Call work codes have been set up in the data storage allocation. From the MainMenu on the CMS, select System Setup, then Data Storage allocation.

 

[EchoSpark]

Yes Call work codes have been set up in data storage allocation. Do i have to assign a feature button on the agent's phone? How does the agent use it?

 

[RGarcia87]

Assign a button on the phone (work-code). They must enter the work code while on the call, not after its released.

 

[EchoSpark]

Does this mean that while on the call , the agent will press the button and then enter the work code?

 

[EchoSpark]

Thanks all, i have read it up, agent presses the button while on call and enter code. I will try this out.

Thanks.

 

[hanshu]

They can do it also during the ACW.