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Mitel Forums => Mitel Software Applications => Topic started by: bluewhite4 on February 27, 2023, 09:41:16 AM

Title: ACD Call Classification
Post by: bluewhite4 on February 27, 2023, 09:41:16 AM

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!

Title: Re: ACD Call Classification
Post by: lundah on February 27, 2023, 10:06:03 AM

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.

Title: Re: ACD Call Classification
Post by: bluewhite4 on February 27, 2023, 10:19:43 AM

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.

Title: Re: ACD Call Classification
Post by: lundah on February 27, 2023, 11:43:12 AM

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