Is it possible to get the agent to input more than one work code

[DPhil]

Scenario:

Trying to get a link from succesful responses to various marketing campaigns. The agent would input a work code (unique to the marketing campaing) and then be prompted for additional info such as a case number (unigue to the caller)

We are in the process of implementing CRM but the business cannot wait, the main reason is for those callers who have CLI witheld.

Any tips?

 

[RGarcia87]

To my knowledge this cannot be done. You may enter one work code per ACD call. Remember, call codes can only be entered during the ACD call. If the call has been released and a code has not been entered, it is too late.

 

[DPhil]

thanks for confiming my original thought.

 

[kschut]

If I am correct, you can enter as many CWC's as you want, however, all pre-V11 CMS-versions measure only the last one, meaning that only the last entered CWC has any meaning.
In V11, you can measure the last 5 CWC's.

However, use of CWC's rarely is very reliable.