ACD Call Classification

[bluewhite4]

Looking for any recommendations on ways to classify and track ACD call types. Customer has a smaller ACD setup (12 agents), with no tie-in to their CRM system.

Was thinking of using call Tagging, but I'm not seeing a way to tally/report on those tags within MiContact Center Business at all.

Anyone else got ideas other than pen and paper?

Thanks!

[lundah]

This is one of the things Web Ignite actually does really well. Agents can add a classification code that is tracked in the MiCC report data during a call or the subsequent work timer.

[bluewhite4]

Interesting; I've not done much with Ignite in a long time, or Ignite Web ever.

In a quick play of things, is it the Account code feature? I didn't see anything specifically labeled as classification code. But I can keep looking too.

[lundah]

Yes it's the Account Code feature. You can apply it via a feature access code as well, I think.