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Call Completion Codes

When a call is active, the user can select ‘Enter Completion Code’ from the drop down menu on the Active Call Window.

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The user will then be prompted to select a completion code, which will be stored against that call in CyReport.

When an agent has answered a call from a queue that requires a completion code to be entered, the agent will not receive another call until they do enter a code. If the agent has finished the call, but has not yet entered a code, the status on the real-time display will show as ‘Entering Code’ and how long their status has been like that.

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CyDesk can be configured to automatically display the Call Completion Codes window. This is done in the ‘Advanced Options’ of ‘CyDesk Options’, as shown below.

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  • Completion for every Incoming Call – Every time an incoming call is answered the Completion Code selection panel will be displayed
  • Completion for every Outgoing Call - Every time an outgoing call is Ringing or Answered the Completion Code selection panel will be displayed
  • Allow Multiple Codes – The Completion Code selection panel will allow multiple codes to be selected by using check boxes
  • Use ‘Tree Format’ – If codes exist which have a ‘–‘ in the name, they will be displayed in a tree format.
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