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Interaction Desktop Help
Assign Codes to an Interaction
Requirements: See Working with Account and Wrap-Up Codes.
You can assign an Account Code or Wrap-Up Code to an interaction. The Account Code and Wrap-Up Codes drop-down lists contain the codes defined in Interaction Administrator.
To assign codes to an interaction, do one of the following:
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When working with a callback request, chat, or email interaction, select the appropriate codes in the Interaction Information view.
Note: Wrap-Up codes are not used for email message replies or forwarded email messages.
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If your Interaction Desktop workspace does not contain the Email Editor, you can select the appropriate Account code in the Email Window for Incoming Messages or E-mail Window for Outgoing Messages.
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When responding to a callback request, select the appropriate codes in the Callback Window.
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During a chat session, select the appropriate codes in the Chat window.
Note: If Wrap-Up codes are available and you don't assign one during a chat or to an incoming email message, you are prompted to assign the appropriate code when you end your part of the interaction. Wrap-Up codes are not used for email message replies or forwarded email messages.
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