Creating Completion Codes

A completion code is used to mark the result of the call. This code is mostly used with CyCC inbound queue calls and CyCall outbound campaign calls. A new completion code can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon.

Name – The name of the completion. If it has a ‘– ‘ in the name, the system will treat the first part of the code as a group, and the second part is a code within that group. This is only applicable when ‘Tree Format’ is enabled.

Type – The result type of the completion code.

• No Retries – No more activity required for this call.
• Retry – A callback is automatically scheduled, according to the Number of Retries and Delay settings.
• Scheduled Callback – A callback needs to be scheduled by the agent using the calendar.

Default – This is ticked if the user wishes for the completion code to be automatically included in all campaigns.

Number of Retries – If the type is Retry, this is the maximum number of callback attempts allowed with this code.

Delay – The delay in minutes before a call completed with a Retry code will return.

Completion Code – The code that defines the result of the call.

Success – In some CRM system integration, this code can mark a Success field as successful or unsuccessful.

Auto-Record – If this option is selected, the call recording via CyRecord will be triggered (effectively the same as the agent clicking ‘Start Recording’ from CyDesk). If a recording session is already in progress when the code is entered, the current recording will be finished, and the rest of the conversation will be recorded in a separate file with the same name, and a numeric suffix.

Wrapup Time – Each completion code can trigger a specific wrap-up time associated with it, which will override the default wrap-up time of the queue or campaign from which the call came.

Account Code Entry – If this option is selected, when the user requests this completion code the ‘Enter Account Code’ screen will also appear.

Assign retry to own agent  – Assign retry to own agent in a relevant completion code on the campaign, and once they apply that completion code and it puts the call back in the queue, it will be ‘locked’ to them.