Smart Resolution Codes (Engage Legacy)

Smart Resolution Codes automate the process of categorising Contacts.

Smart Resolution Codes reduce the time required to categorise contacts whilst simultaneously improving the accuracy of categorisation, ultimately leading to better insights for contact centre managers.

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How to configure Smart Resolution Codes

Quick Tip: For best results, ensure your Resolution Codes are organised appropriately in folders and have detailed descriptions

Navigate to Settings

Click on the Workflows tab

On the relevant Workflow, click the Edit workflow button

Scroll down to the Smart Tools section

Expand the Smart Resolution Codes section

Select the Allow Smart Resolution Codes option

Choose whether Engage should select multiple Resolution Codes or a single Resolution Code

To automatically select up to 3 Resolution Codes, select the Multiple codes option

To automatically select a single Resolution Codes, select the Best match option

Choose the level of automation for Smart Resolution Codes

To suggest Smart Resolution Codes to Agents, whilst requiring the Agent to manually apply the suggested Smart Resolution Codes, select the Agent needs to choose from suggested codes manually option

To suggest Smart Resolution Codes to Agents and then have them selected by default, whilst requiring the Agent to save the Smart  Resolution Codes, select the Suggested codes are automatically selected for the agent to apply

To completely automated the process, so that Agents do not need to manually select or apply any Resolution Codes, select the Automatically apply suggested codes option

Click the Save Workflow button

Note: Agents will always have the ability to remove any Resolution Codes, irrespective of which option you select