Call Classification Codes/Account Codes applied through Ignite

[acloghesy]

Hello Again,

Another issue we have implemented recently is the Call Classification Codes.
So, it seems to be working for most people. (Some users it hasn't worked and I"m not sure what I'm doing wrong or where the issue may lie)
Wondering if I am missing something.
I enabled "Forced Classification Codes"
Which pops up the option to enter the codes, and users will enter the codes. But when I look at the data they are all showing up as
-Non Compliant codes.

Does anyone have any advice?  Has it worked for you?

[StevenH510]

Hi there acloghesy,

We've had roughly the same problems on our system when we were going live with classification codes.

I take it all the account codes are within YourSite explorer with "Use as classification code" selected to "Yes" and that the security roles are configured? Have you got any account code groups configured for you site?

For our security roles, I've attached an image of the config for us.

Cheers

Steve

[acloghesy]

Hi Steven,

Thanks for your response,

I had a look and have the same settings for the Security Role.

(I am using Account Codes and Classification Codes)
So, we have been able to prove that the Account Codes entered during the call are being registered.
However, the Account Codes entered right after a call that are being forced are not being entered.
The Icons are different.. The little Icon with the 1010101 - Works.
The Shapes Icon does not register the Account Code.. 

I did notice a different issue that may be related to the COS of the Agents? Maybe related to the COS?

Thanks
AC


 

[acloghesy]

I looked over all the settings and haven't seen any reason why the Classification Codes are not working.
My company does require them, and we are trying to force people to enter them during the phone call but we are only getting half of them.

And we told people to ignore the Flashing Icon after the call in Ignite. (We are still forcing the Entry of the Classification Codes - so at least we have the Non Compliant entries in the reports)

@StevenH510, if people enter the Codes during a Call or After a call are they both being tallied on your side?
Thanks again,

Adrian

[StevenH510]

Hi Adrian,

I'll PM you later a example of our COS for Agents, hopefully that might help you

Cheers


Steve

[acloghesy]

That would be much appreciated!