Using Resolution Codes (Engage Legacy)

Resolution codes provide meaning to the resolution of a service request made by a client. These codes isolate the specific solution for the call..

You can choose to either opt in or opt out for resolution codes. If you have them enabled as mandatory, you must always add a resolution code in order to close the conversation.

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‍When to use resolution codes

Resolution codes are typically applied during After Call Work (ACW) or during the conversation itself. It may be mandatory to apply a resolution code in order to complete your ACW and move on to the next interaction.

How to use resolution codes

To use resolution codes in Engage, follow these simple steps:

On the right-hand side of the screen where the client's information is displayed, click on the tag icon.

The system will display all the available resolution codes for you to choose from. You can also enter a search term to locate a specific code quickly.

Once you have selected your desired resolution code/s, you can save and close the conversation.

Additionally, you can also access the Resolution Codes from the middle section of the screen after ending your interaction. Here, you can search for the desired resolution code or type it in the search field if you know the name of the code you need.

Resolution code queue restriction

Admins can set queue restrictions on resolution code categories to ensure that only agents with the relevant queues in their routing profile can access them. This helps to improve resolution code quality and saves agents' time. Refer to the supervisor documentation for more information on how to set up queue restrictions.

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