Result codes

The visual Result Code editor is a supervisor (or admin) tool that you use to define a list of available result codes that agents can then use when working with calls.

What are the Result codes?

During or immediately after the end of an outgoing call, the agent can set a user-definable state, which we call “call result”. This is a selection of a value from a selector, for statistical and further processing purposes. See the separate article for more details.

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Preview of the window for entering the result by the agent

Filling in the result codes is affected by several configuration parameters:

Editor list

The editor can be found in FrontStage administration, section Processing ‣ Result Codes. You need the EditCallResultDetail role.

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The running editor displays a list of all the existing codes. It is also filled with a result of the data query. Its ID is in the CallResultDetailAdminQueryId configuration parameter.

In the upper right corner there are buttons for interacting with the records:

  • Create - Displays a pop-up window for entering basic code parameters

  • Delete - Deletes the marked entry from the list. Supports marking multiple at once

Detail tab

  • ID - GUID, not editable.

  • Group name - For the purpose of categorising result codes.

  • Display name - The agent will see the name when selecting results at the end of the call.

  • Rank - Specifies the order in which records are visible when selected by the agent.

  • Description - Free text to clarify the meaning of the code.

  • Channels - Specifies for which type of communication channel the code will be offered.

  • General result - A selection from the prepared system statuses that the code will represent.

  • Default code - If checked, the code will be selected automatically as the first one, regardless of the set Rank.

  • Color - Selection from the list of colors. This color will be used to color the code when it is selected.

  • Queue group mask - Queues can be grouped. If you specify a queue group name here, the result can be offered for the whole group. This is only configurable for outgoing calls.

  • Agent team mask - Agents can be divided into teams. If you specify the name of a team of agents here, the result can be offered for the whole team. This is only configurable for outgoing calls.

    Note

    The mask writing style supports the principle of the LIKE operator from SQL. For a full list of notation options, see the w3schools .