allow agent to enter data into agent desktop?

[vijendra Saravanamuthu]

Hi Guys,

wondering  if anyone can comment on this.  our customer is looking for a way to enter data /code into CAD as the call arrives based on teh user issue.

for example, lets say we define a code in script or workflow/enterprise data some how (not sure if this can be done) a code 60 for users who has 'internet issues'.  so as soon as teh agent mention that issue we can catagorize this call into code 60. so agent would choose (from drop down menu in cad from the available such codes) or manually type in the code?

then Historical reporting can be used to pull all the calls with those codes associated.

is it possible? pls let me know.

vijay

[david.macias]

You could create wrap up codes or you could ask the agent to manually enter some information in one of the PVs while the call is active, this assumes UCCE.

david
 

[Rolando Valenzuela]

What about changing the IVR to be more specific? Then, you only need to sort by queue.

[vijendra Saravanamuthu]

wrap up code is one option..also another option is to include it in the enterprise data as it shown here in this youtube video.

https://www.youtube.com/watch?v=gGdsPc9zI5U&list=UUkB02mmFBBZqVBWY5XHAsoA

"UCCX: Call Custom Variable Modification in CAD "

[Anthony Holloway · Accepted solution]

Thanks for the mention!