CCR Agent after call question..

[rollymaster]

Hello everyone,
Is there a way for a CCR Agent after a call to put some kind classification after he hang up?? EX: pressing 1 for a call closed, 2 for need to call back customer, 3 need follow up etc etc ...

Working on IPO 8.1.79

Regards

 

[jamie77]

Nope, not with CCR.

Xima can now do this with Agent desktop though. Yesterday Avaya announced a new software due for release in a month, not idea if that will or if there will be an upgrade path from CCR to the new CC s/w.

Jamie Green

[bold]A[/bold]vaya [bold]R[/bold]egistered [bold]S[/bold]pecialist [bold]E[/bold]ngineer

 

[McPhones]

you can have reasons stated in System|CCR and these options will appear when the agent hits the DND button. I haven't figured out how to get those reasons into a report so they are just for fun!

 

[jamie77]

Agent reason codes are only for the supervisor view. You can report on them in a small way. The first code is lunch and all the others count as break in the Agent time card.

These are DND reason codes, not after call codes.

Jamie Green

[bold]A[/bold]vaya [bold]R[/bold]egistered [bold]S[/bold]pecialist [bold]E[/bold]ngineer