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:
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.
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.
When responding to a callback request, select the appropriate codes in the Callback Window.
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.