What Is A Reason Code?
In a contact center, a reason code is a numeric code used to signal an agent’s current work status. Agent supervisors can track these codes to know current agent availability and to evaluate agent performance. Reason codes are usually configured by system administrators and customized to the contact center’s preferences. They connect to the automatic call distributor (ACD) to indicate the types of calls agents are handling in real-time.
Benefits of Using Reason Codes
Contact centers and call centers alike benefit from using reason codes:
Helps to track trends in individual and overall agent status
Indicates and records the types of calls agents are handling
Provides granular tracking for call center performance
Image
