Create User Completion Codes

This topic tells you how to create a set of user completion codes for assigning to your queues. You create these as a form and then assign the form to one or more queues. The codes are displayed to agents who have serviced contacts from the queues to which the completion code form is assigned.

The topic also covers Edit a Completion Code Form and Delete a Completion Code Form.

Procedure

1. Open the Configuration panel by clicking the  button in the top right of the CONDUCTOR window.

If  is not visible, switch to View mode or click .

2. Select Settings to open the Settings sub-panel and then enable the Completion Codes control.
3. Select Edit Completion Code Forms and then enter a meaningful name for the new form. This is the name as it will appear in queue options lists and also to storm DTA users as the form heading.

4. Click Add. This creates a blank form, which is now available for assigning to any new or existing queues.

You must now add completion codes to the form as described below.

5. Enable the Completion Codes control and then select Edit Completion Codes.
6. Select the completion code form you just created.

7. Type the first completion code in the Code Name field and then click Add Code.

To add further codes to the form, repeat this step. The codes are listed below as you add them.

8. Close the Settings sub-panel.

Related Tasks

Edit a Completion Code Form

You can add new completion codes to a form, remove them, and edit completion code names.

1. Open the Configuration panel by clicking the  button in the top right of the CONDUCTOR window.

If  is not visible, switch to View mode or click .

2. Select Settings to open the Settings sub-panel and then enable the Completion Codes control.
3. Select Edit Completion Code Forms and then select the form's  button. Alternatively, select Edit Completion Codes and then select the form you want to edit.
4. To add a new code to the form, type its name in the Code Name field and then click Add Code.

5. To remove a completion code, select its  button. 
6. To edit the name of a completion code, select its  button. Edit the code's name in the Code Name field and then click the Save Code button.

7. Close the Settings sub-panel.

Delete a Completion Code Form

Deleting a form deletes the entire form including its completion codes.

Note: you cannot delete a form if it is assigned to at least one queue. To unassign a form from a queue, disable the queue's Use Completion Codes control.

1. Open the Configuration panel by clicking the  button in the top right of the CONDUCTOR window.

If  is not visible, switch to View mode or click .

2. Select Settings to open the Settings sub-panel and then enable the Completion Codes control.
3. Select Edit Completion Code Forms and then select the  button for the form you want to remove.

See also Create Queues.