Configuration Manager—Action Codes

Overview

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.

Display Options

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.

Note: Action Codes that are disabled appear grayed out in 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:

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 the Select Columns button.

To select or de-select multiple objects at once, click the Select button.

Actions

To create a new Action Code object, click the New button. To view or edit details of an existing object, click on the name of the object, or click the check-box beside an object and click the Edit button.

To delete one or more objects, click the check-box beside the object(s) in the list and click the Delete button. You can also delete individual objects by clicking on the object and then clicking the Delete button.

Otherwise, click the More button to perform the following tasks:

Click on the name of an Action Code to view additional information about the object. You can also set options and permissions.