Is there anyway that i can force an agent to apply an activity code as part of the wrap up before they are ready for a new interaction?
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Hi, sorry no, Activity codes can only be applied manually by the Agent. And if the don’t enter anything then it will be left blank. What issue are you trying to overcome out of interest?
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Hi Dave, this is something that we’d be interested in too. On average, 25% of our contacts do not have an Activity Code logged. We have tried everything to get advisors to remember but sometimes it is just unavoidable. Having the facility to ‘force’ an activity code would be very useful as we use the data from them to forward plan, channel shift etc.
Dave, I’ve just spotted @ross_mcqueen response, similar reasons:-
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We are trying to simplify queues
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As queues are simplified we will use Activity codes to identify customer trends, planning and training
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Trying to get 100% activity code completion is almost impossible.
OK yes makes sense, we have been asked about this before but couldn’t come up with any workable way to enforce an Agent entering an Activity code, and there is no real way other than Agent input to definitively say the interaction was about X or Y, because people can and do come to Agents via the wrong queue. Or think they question is about A but in fact it is about B. Really all you can do is manage the agents, i.e. supervisors monitor and feedback to agents not filling in Activity codes, maybe have a little prize for the best, or even a name and shame for those that don’t until you have your stats to rework the queues.
We do have a backlog item to allow Supervisors or Agents to retrospectively enter Activity codes, i.e. if it is blank go back, look at or listen to the interaction and fill it in. But that has not made the cut for a release yet. Clearly if enough customers want that and ask for it in platform suggestions the Dev guys may reconsider. Hope this helps.
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Just to add further to Dave’s comment. This is something we’ve been thinking about for a while. The reason we automatically end wrap-up is based on the assumption that it was more important to get waiting calls through to agents. If we were to pop up a message asking an agent to select an activity code before ending wrapup then does that mean we dont put the next call through to the agent whilst we wait for them to click something?
Options we’re considering include:
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Having the concept of an “overdue” wrapup. So, force the agent to pick an activity code before wrapup ends but highlight on dashboards and reports those agents that spent time in “Overdue”
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Or, at the end of wrapup, put the next call through but leave the previous card open to allow the agent to still add an activity code. The agent wouldn’t be able to log out or go busy until they had added all activity codes.
Do either of these make sense, or do you have any other suggestions?
Thanks
Sam.
@dave.amps, thanks for the reply , your feedback includes things that we have considered in the past, retrospective application of an activity code would be useful but that could turn into a fulltime requirement for some managers. @sam.roddis either of those suggestions would be useful, i’ll share this feedback internally and we’ll consider the best option and let you know.
Hi - I can confirm that making the selection of an Activity Code mandatory has been raised previously and is on our product backlog for future consideration.
In the meantime, you may want to consider reviewing how wrapup is setup on your system. Lately we have been recommending that the maximum wrapup time is set to at least 10 to 15 minutes so that the actual post call activities are then attributed to the interaction in the reports. Agents are then empowered and incentivised to end the wrap period as soon as possible. The time being easy to see on the dashboards and historical reports. This process is used instead of a “Extended Wrap” or “Post Call Work” Busy Code.
The option of an overdue wrap up sounds like the most sensible option - take your point about calls queuing etc. At least some form of prompt to select an Activity code would be useful.
Hi Ross - yes having an alert time for wrapup would be a good way to go and something that is on the list!
Mandatory Activity Codes are here
In Liberty Converse 5.7, we introduced a new Mandatory Activity Code tick box to the Advanced tab within your Contact Centre Settings.
Without Mandatory Activity Codes
Before 5.7, Agents would have their wrapup time to select an Activity Code; if they did not choose one during this timmer or clicked the End Wrapup button before deciding on an Activity Code, the ability to set one was gone. Check out this quick video that explains thisWith Mandatory Activity Codes
With 5.7, you can enable Mandatory Activity Codes (per queue) for your Contact Centre Agents. Doing so means that an Agent must select an Activity Code before clicking the End Wrapup button. If they do not, they cannot end their wrapup until they pick one. If they have not chosen an Activity Code and the wrapup timer ends, the agent will display as overdue. (The wrapup icon goes read, and the timer counts up, similar to Busy Codes). Check out this quick video that explains thisAs a Supervisor, you can see (via your Dashboard) the status of your agents (as this image shows), the fact they are overdue their wrapup (red) and the duration of this status).
Enabiling Mandatory Activity Codes
Go to your Settings Cog > Select Contact Centre > Click into your Contact Centre Group > Go to Advanced (at the bottom) > In your wrapup settings, you will have a new Tick box called Mandatory Activity Code. Tick the box to enable the queues you want this feature turned on for. Check out this quick video that explains thisIf you have any questions, let us know.
Thanks
Jonathan Redsell
@JonathanRedsell when mandatory activity codes are enabled and an Agent goes overdue is there a way that a Supervisor can make them ready? - I appreciate doing so would mean an activity code is not saved against the interaction.
Hi Karl, it seems not.
When the Agent is in a Wrap up status the Supervisor can end the Agents Wrap up without the need for them to select an Activity Code.
However, if they are overdue their Wrap up and have not selected an Activity Code, then the option to clear that status disappears.
I am not sure I like that behaviour personally as a Supervisor should always be able to override the status. Could I ask you to raise with our support team and it can be raised as a bug/change.
On an aside note, ideally the Supervisor should be asking the Agent to select the Activity Code and not going overdue as much as possible and is speaking to them about this if they see it as an issue.
Many thanks.
Jonathan
Thanks for your response Jonathan, my first thought was the same as you and the Supervisor should be working with the Agent to understand why.
I’ll raise it with Support.