Classifying calls in a call center environment 1

[eseibert]

Does anybody know if you can classify a call? What I'm asking is the following:

Lets say you're in a call center and you answer a call. The call could be 1 of 3 things. For this example lets say you're a car dealer and the only 3 options are compact, SUV, and sports car. WHile on the call, can you press an Account code that will indentify what the call is and then run reports at a later date to see how many calls you are getting of one specific category.

The system we're on is a Definity Prologix with a Skills based routing. I'm thinking that this can be done, just not sure how to set it up.

Thanks in advance.

 

[denflompy]

It sounds like you are after Call Work Codes. These are feature of the CentreVu CMS reporting. Do you have CMS box?

Doug

 

[eseibert]

Yes, we do. I will look into call work codes. thanks alot denflompy