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Action Codes enable agents to report the business results of customer interactions, as well as to explain the reasons for certain operations.
After you select an appropriate code from a menu of predefined Action Codes, the code is passed along with its related request. The code then returns with the event which indicates that the request has been successfully processed. Eventually, the code is stored in the reporting database.
You can supplement each Action Code with a number of Subcodes that more precisely characterize the reasons for a certain action.
The Action Codes list shows the Action Codes that are in your environment. It is sorted in a hierarchy by Tenants, configuration units, sites, and folders. To view objects by a particular hierarchy, select the hierarchy type in the drop-down menu above the list.
Configuration Manager respects tenancy permission settings. You can access only those objects that you have been granted permissions and privileges to access.
You can filter the contents of this list in two ways:
- Type the name or partial name of an object in the Quick Filter field.
- Click the cube icon to open the Tenant Directory filter panel. In this panel, click the Tenant that you want to select. Use the Quick Filter field in this panel to filter the Tenant list.
You can sort the items in the list by clicking a column head. Clicking a column head a second time reverses the sort order. You can add or remove columns by clicking Select Columns.
To select or de-select multiple objects at once, click Select.
To create a new Action Code object, click New. To view or edit details of an existing object, click the name of the object, or click the check-box beside an object and click Edit. To delete one or more objects, click the check-box beside the object(s) in the list and click Delete. You can also delete individual objects by clicking on the object and then clicking Delete. Otherwise, click More to perform the following tasks:
- Clone—Copy an Action Code.
- Move To—Move an Action Code to another hierarchical structure.
- Enable or disable Action Codes
- Create a folder, configuration unit, or site. See Object Hierarchy for more information.
The following are types of Action Codes:
|Busy Off||Selected and sent when an agent cancels the Make Busy function.|
|Busy On||Selected and sent when an agent activates the Make Busy function.|
|Conference||Selected and sent when an agent initiates a conference.|
|Forward Off||Selected and sent when an agent cancels the Call Forwarding function.|
|Forward On||Selected and sent when an agent activates the Call Forwarding function.|
|Inbound Call||Selected and sent when an agent releases an inbound call.|
|Internal Call||Selected and sent when an agent releases an internal call.|
|Login||Selected and sent when the agent logs in.|
|Logout||Selected and sent when the agent logs out.|
|Not Ready||Selected and sent when the agent’s status changes to Not Ready.|
|Outbound Call||Selected and sent when an agent releases an outbound call.|
|Ready||Selected and sent when the agent’s status changes to Ready.|
|Transfer||Selected and sent when an agent initiates a transfer.|