Reclassify an Interaction

If you do not reach the customer, you can reclassify the call as Answering Machine, Fax/Modem, Busy, Invalid Number, etc. This option is available after you accept the Direct Preview call and is available for the life of the call. This also available while you are in the Wrap-up state. You can reclassify a call multiple times.

To Reclassify a call:

1. Answer a call.

2. Listen to the call. If you determine the number called is busy, an answering machine, a fax, or an invalid number, click Reclassify.

Note:

After you reclassify an Interaction, a badge on Reclassify icon is shown to alert an Agent that interaction is marked as reclassify.

2. Choose the appropriate option from the dropdown list.

• Voice

• Fax

• Answering Machine

• Invalid

• Do not call

• Busy

3. To end the call, click End Call.