Configuring

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CyCX - Configuring a Queue - The Completions Tab

After a queued call has been completed, CyDesk can be configured so the agent is required to enter a completion code. Codes can be assigned to the queue by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon.Image Removed

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• Use Completion Codes – Tick to enable this feature.

• Default Code – Use as the default selected code.

• Use Default Code after – number of seconds to wait for agent completion code, before using the default code. Note: USeful for reporting on Agent behaviour

• Multiple Codes –

  Multiple codes to

  when this option is enabled, multiple completion codes can be entered for one call

  when this option is enabled.

• Tree Format – If codes exist which have a ‘– ‘ in the name, they will be displayed in a tree format.

• Add – click ‘Add’ to select other completion codes

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Adding Additional Completion Codes to a Queue

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Recap - To get to this screen:

1. CyDesk Manager (logged in with sufficient access rights)

   1. Expand ‘Administration’ menu

      1. Select ‘Queues’

         1. Double Click queue to add additional completion codes to

            1. Select ‘Completions’ tab from ‘Configure Queue..’ window

               1. See end of list of existing completion codes and select ‘Add’

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Adding & Removing Completion Codes

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Recap - To get to this screen:

1. CyDesk Manager (logged in with sufficient access rights)

   1. Expand ‘Administration’ menu

      1. Select ‘Completion Codes’

      2. Scroll to bottom > Click ‘Add’

2. See list of existing completion codes on the right

   1. Scroll to bottom of list of completion codes

   2. Select ‘Add’ to create a new Completion Code

   3. Select the ‘Bin’ icon to delete a Completion Code

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