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
[.callout-primary--zap]Quick Tip: For best results, ensure your Resolution Codes are organised appropriately in folders and have detailed descriptions[.callout-primary--zap]
- 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
[.callout-primary--info]Note: Agents will always have the ability to remove any Resolution Codes, irrespective of which option you select[.callout-primary--info]
