Configuring work codes or user codes

Last Updated : Jun 02, 2020 |

About this task

Codes used while handling interactions are called work codes. The agents can use these work codes to record the type of work done during every interaction.

Codes used before and after handling contacts, for example, while changing the state of the user, are called user codes. For example, before going on a break, an agent uses a user code configured to represent break time.

The work codes and user codes displayed for agents that use Avaya Workspaces are configured in Avaya Control Manager.

Procedure

  1. Log on to the Control Manager interface as an administrator.
  2. On the Avaya Control Manager webpage, click Configuration > Avaya Oceana® > Reason Codes.
  3. On the Work Codes tab, click Add.
  4. In the Type field, do one of the following

    • To create a user code, click User Code.

    • To create a work code, click Work Code.

  5. In the Name field, type a name for the work code.

    For example, type Sales. The agent can then select the Sales work code to track all interactions related to Sales.

    The maximum name length is 30 characters.

  6. In the Number field, type a number to uniquely identify the work code or user code.
  7. In the Contact Type section, select the channel types for which the work code must be displayed.

    You can select from the following options: Voice, ShortMessagingService, EMail, Chat, Social, Outbound, Generic, Video, and Messaging.

    Avaya Workspaces does not display these contact types for User Codes.

  8. Click Save.