forced reason code for calls

[mckay29]

Hi Everyone,

I'm new to this forum, and an end user so please go easy

I am in a contact center using Avaya aura agent desktop 6.0 and want a forced reason code which prompts at the end of each call or even mid call. There is already reason codes built in but we currently have to click it open (has to be while on the call) and my agents or not always doing it or forgetting. This is making reporting a nightmare.

Can anyone help or know if its possible? our telecoms service provider tell me it isn't possible but i suspect my being fobbed off.

Thanks everyone for reading.

Chris Mckay

[hartmv]

I've tried to look into this myself, and found that I wasn't possible because it would interfere with call delivery to the agents (or so I was told).

We wound up running a script that exported Trace Reports on all agents every day, and an Excel file that imported from those exports with some basic logic to kick out the number of calls taken versus the number of call codes that were recorded, and used it as a metric to coach on. It was sorted into a nice little report with the agent name, calls taken, work codes total, and the percentage.

We did find that there was about a 3% margin of error, where agents were clicking a CWC, but it wasn't logging. Just an FYI.

Once there was daily "fast coaching" built around it (sending out emails to the agents), they corrected the behavior quickly, knowing it was a standard we could now easily see and could hold them to.

[mckay29]

Not the news i was looking for but at least i know i'm not being fobbed off now...cheers.

We have a manual backup ATM which is working fine but its a lot of time and energy wasted collating info.

I might send your solution to my IT guys to take a look.

Thanks for getting back to me.

Chris Mckay