Is there a way to Force After Call Work Codes ?

[Caper68]

We have agents that are required to put in a code after they have completed thier call .

Examples : 10 = Sales
11 = No Sale
12 = Re-New

We give them 15 seconds of ACW to do this .

How do we enable thw Agents to enter this info and where would it get stored?

Thanks for the help .

Caper68

 

[nohuhu]

Caper68,

you can use either stroke counts or work codes for this. on a hunt group screen page 2, set 'Forced Entry of Stroke Counts or Call Work Codes?' to 'y' and add a 'work-code' button to every agent's station. this way after completing a call an agent will be forced to enter work code, i.e. press a work-code button, dial code digits and then hash sign. without it system won't allow an agent to become available again.
work codes are stored in cms and can be accessed via standard reports (or custom ones if you want).