Completion Code Forms

Completion code forms are used with DTA to provide a call result for a CONTACT communication, used for reporting purposes and also (for OUTBOUND dialler calls only) to trigger a callback. Your organisation can set up any number of forms, and then assign them to individual queues (for use with inbound communications) or agent groups (for use with outbound communications). You can also define a default form for your organisation (used when a queue or agent group is set to 'inherit organisation settings').

Following a communication, the agent selects a code from the ones presented to them, which is then stored in the VIEW call records data source. Where a two- or three-tier drop-down list is used, you can configure the completion code form so that the completion code selected at the last tier is recorded, or those selected at all tiers are recorded.

Completion code forms can also be configured to provide a list of sentiments that agents can use to assign a rating to the transaction they have just completed. Sentiments are used as a filter in RECORDER, allowing supervisors to identify recordings they might wish to listen to because of, for example, a poor outcome indicated by the sentiment.

Note: sentiments cannot be reported on, or used as filters, in VIEW reports - they are designed solely for use with RECORDER.

Completion code forms can be configured to present the agent with one or more methods of selecting the completion code(s) to be attached to the CDR.

OUTBOUND Callback Completion Codes

Completion code that are used in storm OUTBOUND campaigns can be configured to indicate that a callback is required. The callback may be a scheduled callback, or an immediate callback.

• If an agent selects a scheduled callback completion code, they are able to specify at run-time either a date and time for the callback (for example, 25th November at 14:00) or an interval (for example ‘in the next hour’). OUTBOUND uses this information to place an automated callback. You can specify that the callback is to be routed to the agent who handled the original call, or that it can be routed to any agent servicing the queue.
• If an agent selects an immediate callback completion code, the callback is placed immediately, either to the same number or to a different number entered by the agent. (This is to allow for situations where the agent encounters a voicemail message, asking callers to contact the number owner on a different number.) Immediate callbacks are always routed to the agent who handled the original call.

Note: for a scheduled callback, the system will attempt to place the call at the scheduled time. It will try for a period of time (by default an hour) after which, if the call has not been answered, it will reschedule it, by default for the same time on the next day. Both default periods can be configured by Content Guru to meet your organisation's requirements.

Create a Completion Code Form

1. Select the storm Contact > Organisations > Completion Code Forms menu option. Click the New Completion Code Form button. (To edit an existing completion code form, select its name from the drop-down list.)

2. Enter a name for the completion code form into the Form Name field. This is the value that will be shown at the top of the completion code list at run-time. (The name does not have to be unique, but using unique names will help you find the correct completion code when assigning them to queues and agent groups later.)
3. If relevant select the Make form available for updating OUTBOUND records option. (This makes the completion code form available for selection under the service type Search OUTBOUND Records setting.)

Note: if Make form available for updating OUTBOUND records is selected, the only form type that can be created is single drop down list, the other list types and sentiment tagging will be disabled.

4. Select the first method to be added to the completion code form using the options in the Add to Form panel. The options are:

Method	Description
Drop-down list	A single tier drop-down list from which a user can select a single entry. Entries can be defined as callback codes, which are used to book an automated callback via storm OUTBOUND.
Tiered drop-down list	A set of multi-tier drop-down lists with a defined hierarchy. When an agent selects a value, an additional list appears. A tiered drop-down list can have up to three levels.
List	A multi-select list from which the user can select one or more items using check boxes.
Button List	A single-select list, with the completion code being selected by clicking a button.
Text	A free-format text field. Optionally, you can configure the form so that the value entered is validated against predefined values stored in a DATA MANAGEMENT table set up for this purpose.

5. Click Add to form, then perform the required configuration in the Completion Code Form panel.
6. Repeat step 5 to add any further methods to the completion code form.
7. Select the Enable sentiment tagging option if you wish to add sentiments to the completion code form. The Completion Code Form panel changes to allow you to configure sentiments.
8. Click the Save Form button to save the new completion code form. The system displays a screen confirming that the form has been saved.

Clicking the Remove <method_name> button (the name varies with the method selected) in the Completion Code Form panel removes the completion code form’s current settings (but not any sentiments).

Note: the form is not active until it is assigned to a queue or agent group. To delete a completion code form, select the form from the drop down list, then click the Delete Form button.

Drop-Down List

This option allows you to configure a single tier drop-down list. At run-time users select a single completion code.

Use the Label field to provide the heading that will appear above the list at run-time.

Use the first Completion Code field to enter the first completion code to be listed on the form. As you start typing into this field, a second field is displayed for you to enter the next completion code. When you start to type in the second completion code, a third field is displayed, and so on.

As you build your list, the up and down arrows allow you to set their order. Clicking the Delete button removes the completion code on that line.

Each line has a Callback option for use with storm OUTBOUND services, to allow the agent to specify a callback. If a callback is required, select the Callback option against the completion code.‎

Tiered Drop-Down List

This option allows you to configure a single tier drop-down list. At run-time users select a single completion code, which causes the system to display a second level of completion codes. A tiered drop-down list can have up to three levels.

Use the Label field to provide the heading that will appear above the list at run-time.

Multi-tiered drop-down lists are constructed as a CSV file and imported into the completion code form.

Use the Choose file button to browse to the CSV file and import it.

For forms with an existing multi-tier form, an Export button allows you to export the content of the current completion code form as a CSV file. This allows you to view and amend the existing completion code form definition.

For a two-tier drop-down list, the CSV has two columns. On each line:

• The second column holds the completion codes. Typically, each completion code will appear in this list only once
• The first column defines the option the agent must select on the first drop-down list to access that completion code.

The top line shows the labels given to each of the drop-down lists.

The following illustration shows an example of a CSV file set up to provide two levels of drop-down list.

The following illustrations show the first drop-down list options, and the drop-down list accessed by selecting ‘Initial Call’.

 

Note: in a two-tier completion code form, every option on the first-level drop-down list has a second-level drop-down list that provides the completion code(s) the agent is to select from; it is not possible to have some first-level drop-down list options with a second-level drop-down list and others without.

Where a first-level option does not require a second-level drop-down list with multiple options, use the first column in the CSV file to identify the completion code (as in single-tier completion code forms), then repeat the value in the second column. This results in a second-level drop-down list with a single option.

Three-tier completion code forms allow you to further refine your system for categorising outcomes. As with two-tier completion code forms, every sequence of options the agent can select has a third-level drop-down list, from which the agent must select the completion code to be used; it is not possible to have some sequences that use a third-level drop-down list and others that do not.‎

The CSV file used to define a three-tier completion code form uses the third column to specify the completion code(s) to be displayed in the third-level drop-down list when the agent selects a particular sequence of options from the first and second drop-down lists.

Provide at least one completion code in the third column for each unique combination of first-column and second-column values.

Where a third-level drop-down list does not require multiple options, use the second column to identify the completion code, then repeat that value in the third column. This results in a third-level drop-down list with a single option.

Typically, each completion code will appear in the third column only once.

The following illustration shows the completion code form defined by the CSV file shown above.

‎

List

This option allows you to configure a multi-select list. At run-time users select any number of completion codes using check boxes.

Use the Label field to provide the heading that will appear above the list at run-time

Use the first field under the Completion Code heading to enter the first completion code to be listed on the form. As you start typing into this field, a second field is displayed for you to enter the next completion code. When you start to type in the second completion code, a third field is displayed, and so on.

As you build your list, the up and down arrows allow you to set their order. Clicking the Delete button removes the completion code on that line.‎

Button List

This option allows you to configure a single-selection list. If the button list is the only method used in the completion code form, the completion code is submitted as soon as the agent clicks a button. (If the completion code form uses more than one method, the selected completion codes are not submitted until the agent clicks the Submit button.)

Use the Label field to provide the heading that will appear above the list at run-time

Use the first field under the Completion Code heading to enter the first completion code to be listed on the form. As you start typing into this field, a second field is displayed for you to enter the next completion code. When you start to type in the second completion code, a third field is displayed, and so on.

As you build your list, the up and down arrows allow you to set their order. Clicking the Delete button removes the completion code on that line.

Each line has a Callback option for use with storm OUTBOUND services, to allow the agent to specify a callback. If a callback is required, select the Callback option against the completion code.‎

 

This option allows you to configure a text field, into which the agent can type a value at run-time. You can configure the field so that the agent is limited in what they can enter by setting up a DATA MANAGEMENT table to hold permitted values; at run–time, the agent’s input is validated against this table.

Use the Label field to provide the heading that will appear above the text field at run-time.

If input is to be validated, select the Use Data Management validation option, then use the drop-down list that appears to select the DATA MANAGEMENT table query to be used to validate the value entered by the agent.

Callbacks for storm OUTBOUND

Drop-down lists and button lists support the configuration of callbacks for storm OUTBOUND campaigns. Selecting the Callback option against a completing code triggers a callback when an agent selects that completion code.

If the callback is to be placed immediately by the system:

• Select the Immediate option.
• If the callback is to be placed to the same number that was used to place the original call, leave the Number Entry option clear. If the agent is to be permitted to enter an alternative number to be used, select the Number Entry option. (If they do not enter an alternative number, the number to which the original call was placed is used.) The drop-down list is set to 'Agent Owned' and cannot be changed.

If the callback is to be scheduled:

• Leave the Immediate and Number Entry options blank.
• Use the drop-down list that is enabled to select whether the callback is to be routed to the agent who handled the original call (select 'Agent Owned'), or that it can be routed to any agent servicing the queue (select ‘Any Agent’). Leave the other check boxes on this line clear.

‎

 

Completion Code Sentiments

When you select the Enable sentiment tagging option the screen displays the Sentiments panel.

It allows you to set up a drop-down list, from which the agent can select an overall rating to be applied to the transaction. This drop-down list appears at the bottom of the window used to display completion codes.

Use the Label field to provide the heading that will appear above the sentiments drop-down list.

Three default sentiments are already set up for you, and you can amend these or delete them as required. If additional sentiments are required, use the field beneath the default sentiments to enter the first of these. As you start typing into this field, a further field is displayed for you to enter the next sentiment, and so on. As you build your list, the up and down arrows allow you to set their order. Clicking the Delete button removes the sentiment on that line.