Hi All,
Has anyone managed to implement a way of agents adding free text into activity/wrap up codes?
We have a range of reasons for calls that is ever growing and feel it could be beneficial to enable agents the ability to freely type in the reason for the call if it does not sit within the current list of mapped codes.
Thanks, Jon
Thank you for your question. That functionality is not currently available in the Liberty Converse Contact Centre. However, you can create as many Activity Codes as needed (and assign them to queues for additional filtering), and agents can quickly search and select the appropriate code within seconds.
The challenge with free-text entry is that agents may record similar interaction types in different ways, which can lead to inconsistencies and reporting issues for specific activity types.
If you believe this feature would add value, I encourage you to submit it to the Ideas Portal, where others can vote and help prioritise it for future development.
Kind Regards.
Jonathan