Call Completion Code

This data export field displays the last selected completion code in an interaction.

Note: this is not necessarily the completion code submitted by the last agent who serviced the call (for example, in a transferred call, the agent who performed the transfer may have submitted their completion code after the agent who had received the transfer).

Historical Data Source	CONTACT Data Records
Category	CONTACT
Channels
Size (bytes)	512
Filter	Call Completion Code
Dimension	Call Completion Code

Key to symbols

Examples

The following data export report shows an incoming call answered by agent Craig who then transferred the call to Stephen, who then transferred it to Baz. The completion code selected by the last agent on the call (Baz) was 'Booking Taken'.

Call Date/Time	Call Direction	Destination address	Total Wrap Time	Call Completion Code	Agent
2018-08-23 14:34:54	I	01614960654	22.175	Booking Taken	Baz Parsons
2018-08-23 14:35:00	O	iPath_129_cmilliband			Craig Milliband
2018-08-23 14:35:13	O	001565192de5			Stephen Dodd
2018-08-23 14:36:19	O	00156527D65C			Baz Parsons

The following data export report shows an outgoing call initiated from the storm DTA by agent Craig. Craig then transferred the call to agent Stephen, who then transferred the call to Baz. The last agent (Baz) selected two completion codes ('Booking' and 'Brochure') from a multi-select completion code form.

Call Date/Time	Call Direction	Originating address	Destination address	Call Completion Code	Agent
2018-08-23 15:00:27	O	2006	iPath_129_cmilliband		Craig Milliband
2018-08-23 15:00:35	O	Withheld	07700900432	Booking; Brochure	Baz Parsons
2018-08-23 15:01:00	O	07700900432	001565192de5		Stephen Dodd
2018-08-23 15:01:50	O	07700900432 (2007)	00156527D65C		Baz Parsons

Detail

Voice Interactions

	External	storm	storm user
		Deskphone LOG IN and LOG OUT

 

EXTERNAL INCOMING CALL (2 legs)

 

		OUTGOING CALL dialled directly from deskphone or storm DTA Web iPath (1st leg)
		or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg)
		Initial called party leg (2nd leg)

 

		TRANSFER of an INCOMING or OUTGOING CALL Transfer leg (3rd and subsequent legs)

Text Interactions

	External	storm	storm user
	Populated if an agent replied to the message	INCOMING SMS TEXT
		OUTGOING SMS TEXT Agent-initiated or reply

 

	Populated if an agent replied to the message, forwarded it, marked it for follow up, or marked it as 'Done' (Complete)	INCOMING EMAIL
		Initiate Reply Forward Followed Up	OUTGOING EMAIL or ACTION on INCOMING EMAIL	Ignore Delete Requeue Complete Follow Up Followed Up

 

		WEB CHAT

 

	Populated if an agent replied to the message	INCOMING SOCIAL MEDIA MESSAGE
		SOCIAL MEDIA MESSAGE REPLY

Filter