Call work codes (also known as CWCs) are numeric sequences for categorizing the calls agents have received or are handling. By entering call work codes, agents can assign one of many defined categories to calls. Call work codes are defined in the Dictionary and can represent any kind of tracked call, including complaints, special sales, and promotional events. You can assign up to five call work codes to each call.

The names you define in the Dictionary are displayed in the standard CWC historical report.