Requirements: If you do not have the View Account Codes Access Control right, you do not see Account Code fields. If you do not have the Account Code Verification Security Right, you cannot assign an Account Code to an interaction. To assign a wrap-up code, you must be a member of a workgroup for which wrap-up codes are configured and activated.
You can assign an Account Code or Wrap-Up Code to an interaction. The Account Code and Wrap-up Codes drop-down lists contain the codes defined in Interaction Administrator.
To assign codes to an interaction, do one of the following:
For an incoming email message, select the appropriate codes in the Email Window for Incoming Messages.
For an outgoing email message, select the appropriate Account code in the E-mail Window for Outgoing Messages.
When responding to a callback request, select the appropriate codes in the Callback window.
During a chat session, select the appropriate codes in the Chat window.
Note: If Wrap-Up codes are available and you don't assign one during a chat or to an incoming email message, you are prompted to assign the appropriate code when you end your part of the interaction. Wrap-up codes are not used for email message replies or forwarded email messages.
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