Tagging calls with Account Codes

Account Codes identify services, departments, or other elements of the contact center. They are numerical codes with predefined meanings that are used for reporting purposes. You can apply multiple Account Codes during an interaction. The duration of each Account Code is measured from when the Account Code is entered until either the end of the call or the time a new Account Code is entered. Agents tag calls with Account Codes in Ignite to indicate in reports what the interaction segment was about.

For example, an agent handling calls for three catalog companies enters an Account Code of ‘01’ to indicate the customer is inquiring about Company A. Later in the interaction, the agent enters an Account Code of ‘06’ to indicate that the customer is now inquiring about Company A’s mail-out services.

Agents can tag calls with multiple Account Codes. Account Codes must be entered during the call and cannot be entered after the call has ended.

Note:

Ignite enables agents to filter Account Codes rather than sorting them by categories.

To tag a call with an Account Code:

Select a call or hover over the item avatar and click Classify.
Select an Account Code. You can type the name or number of a Code in the Search field.
Note:
If you enter a number in the search field, you can apply the Code by pressing ‘Enter’ when prompted.

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