Status codes allows Agents to define their availability to handle incoming calls into a contact centre. By using different codes the Customer Experience team can monitor real time operational performance, such as call handling, chat, menu building, lunches, and comfort breaks.
When logging on to complete an allocated shift, agents should use the following codes to support their daily activities and performance.
Ready - When starting shift, all agent's should be signed in and "ready" to handle a call.
Wrap - Whilst handling a call, a case should be created and all information relating to the call should be added to the case prior to the call ending. However, there will be occasion when some extra time may be needed to add important details to a case and the “wrap” code may be used to support this additional activity.
Paperwork – When assigned to work on a large or complex menu update, agents should use the “paperwork” status to complete the activity.
Extended Away - This code should only be used for the following activities "training, meeting, team meeting".
Log Out – When finishing shift, all agents must click on the “log out” status to ensure no calls are classed as “abandoned” or “not answered” on the contact centre stats.
