Action Codes are a set of instructions that initiate specified tasks in ACE. They are customizable and can be limited by permission roles to ensure appropriate access control. Examples of using action codes:
Logging calls and contacts
Printing specified letters
Navigation to different sections in account page
Note: If keyboard commands are not working or are causing unexpected results:
try setting a different sequence that is not causing the undesired results
check/update other action codes already using the keyboard command sequence
check other systems (operating systems, browsers, etc.) where the same keyboard command sequence is use
Locating Action Codes:
Go to Setup → Workflow → Action Code.
To view all default action codes, remove the filter located to the right of the action code field.
Action Code Section
*Indicates required field
Field | Description | Note |
|---|---|---|
Label* | Name of the Action Code | Displays in the dropdown list alphabetically in the Notate Account Section on the account page |
Primary Collector Expires in Days | If Action Code is run then the account will be reset per this value | Use -1 if doesn’t apply Use 0 if primary agent expires today |
Ctrl Key | If checked you can set the value with the key command | Not typically used |
Alt Key | If checked you can set the value with the key command | Not typically used |
Shift Key | If checked you can set the value with the key command | Not typically used |
Keycode | Set the value with the key command | |
Code | Action Code | Displayed in the dropdown menu after label |
Print Output Vendor | If the code is to print a specified letter, select the output vendor from the dropdown menu | See Printing Letters Via Action Code for details |
Print Letter Profile | If the code is set to print a specific letter, select the letter template from the dropdown menu | See Printing Letters Via Action Code for details |
Action Path | If the code is to trigger an action path, select it from the dropdown menu |
Actions Section
(Optional) Use this section to specify the tasks or instructions for the Action Code to perform.
Click New to view the fields in the Action sub-screen.
Control Field: This section contains settings for the basic design of the action code.
Action Section: This section allows you to set values on trigger workflow.
Value Section: Name for the action being set.
Restricted to Roles Section
(Optional) Used if the action code should be restricted to certain users. See Add Permission Roles for more details.
Agent Action Code Use
As an example, consider using the "Outbound Right Party Answered" action code. When selected, it automates data entry in the Notate Account section, reducing manual work for agents.
To use an action code:
In the Action Code field within the Notate Account section, start typing the code until it displays in the dropdown.
Select the action code.
Click Apply or Apply to.
Navigation Action Codes
Navigation Action Codes enable quick movement to different sections on the account page using keyboard commands. Customers can customize, add, or remove action codes.
For instance, the "Scroll to Bundle" action code allows using the "Ctrl + Alt + b" keyboard command to navigate to the Bundle section on the account page.
The following GIF demonstrates an agent working on an account. The agent was in the “Notate Account” section, then initiated the keyboard command “Ctrl + Alt + b” to quickly move to the Bundle section of the account page.
