New Features and Enhancements

Mandatory classification codes 

Due to the release of mandatory classification codes, we’ve now added a new ‘Waiting for Classification’ status. This means that once an agent’s wrap-up time has been completed, if they still have not selected a classification code they will be moved to the status ‘Waiting for classification’. We have also added this status to: 

• Call queue configuration 
• The live data page 
• Reports  
• Wallboard widgets 

We have added an indicator to make it obvious to agents that they need to fill out the classification code field.