Configuring 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.

Open

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

• 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

Adding Additional Completion Codes to a Queue

Open

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’

Adding & Removing Completion Codes

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

For other Configuring a Queue Tabs see here:

https://cytrack.atlassian.net/wiki/spaces/CSD/pages/300351520

Configuring CyCX - Configuring a Queue - The Agents Tab

Configuring CyCX - Configuring a Queue - The Skills Tab

Configuring CyCX - Configuring a Queue - The Schedule Tab

https://cytrack.atlassian.net/wiki/spaces/CSD/pages/300253267

https://cytrack.atlassian.net/wiki/spaces/CSD/pages/289407151

Configuring CyCX - Configuring a Queue - The Overflows Tab

Configuring CyCX - Configuring a Queue - The Other Tab for Specialised Customisation