This guide combines the use of Smart Resolution Codes and Resolution Codes in Zendesk for Contact Center. These tools streamline customer interactions, improve reporting accuracy, and ensure better tagging practices across your support environment.
Smart Resolution Codes Overview
Smart Resolution Codes allow Zendesk for Contact Center to automatically categorize customer Contacts. This automatic tagging enhances the accuracy of issue classification without requiring manual entry for every interaction.
Agents can still manually add or remove tags as needed, maintaining flexibility and ensuring precision in customer data.
When applied, these codes are automatically added to the corresponding Zendesk Ticket as tags prefixed with 'disposition_', making them easy to identify in the system.
Configuring Smart Resolution Codes
For detailed instructions on setting up Smart Resolution Codes, refer to the Zendesk configuration guide.
Using Resolution Codes in Engage
Resolution Codes in Engage give meaning to the resolution of service requests and help isolate the specific solution applied. These codes are typically applied during After Call Work (ACW) or even during the conversation.
Agents may be required to apply a resolution code before closing a conversation if codes are set to mandatory.
How to Apply Resolution Codes
1. On the right-hand panel of the screen, click on the tag icon where the client's info appears.
2. Browse or search for the appropriate resolution code.
3. Select the resolution code(s) and save to close the conversation.
Accessing Resolution Codes Post-Interaction
After ending an interaction, you can access Resolution Codes from the middle section of the screen. Search or scroll to locate your desired code.
Queue Restrictions on Resolution Codes
Admins can set queue restrictions on resolution code categories to ensure agents only access relevant codes. This enhances accuracy and saves time. See supervisor documentation for setup details.
Best Practices
- Always confirm resolution code accuracy before closing a conversation.- Use Smart Resolution Codes for efficiency, but review tags to ensure context is preserved.- Leverage queue restrictions to maintain code integrity across specialized teams.