COMPLETION_CODES

The COMPLETION_CODES database table defines all the completion codes that can be used to end a voice or email interaction.

A completion code can mark an interaction as completed. It is also the mechanism by which agents can arrange retries and callbacks/recalls.

To explain these terms, consider an outbound voice campaign:

  • Completed: The agent has successfully got in touch with the customer and has spoken to them. The interaction is now completed; there is no need for an agent to speak to the customer again about this matter.
  • Retry: The agent attempted to call the customer but the customer did not answer. The customer should be tried again later, unless the maximum number of retries has been reached.
  • Callback (recall): The agent got through to the customer but it was not a good time for the customer to talk. The customer asked to be called back on a particular date and at a particular time.

You can manage the COMPLETION_CODES database table via a configuration desktop.

Note: After directly updating the COMPLETION_CODES database table, you must refresh Redis for your changes to take effect at runtime.

Chat interactions can also use chat disposition codes. You define these in the Message Gateway configuration tile of Syntelate Studio: see Setting the Chat Disposition Codes.

Field Description
ID A unique ID for the record. Automatically added when you add a new record to this table.
CODE A unique completion code. Where an agent closes an interaction using this completion code, this value is written to the LKTL_COMPLETECODE field of the INTERACTION_X table.
DESCRIPTION A description of the completion code, such as Retry - 1 hour.
CALLCOMPLETE

Possible values are Y and N.

If Y, Syntelate XA subsequently writes Y to the LKTL_COMPLETED field in the INTERACTION_X table.

If N, this indicates that the interaction record has not yet been completed, so the record will remain in process until it is.

RETRYINTERVAL

Defines a retry interval in hours. This sets the LKTL_RETRYAFTER field in the INTERACTION_X table.

You can use decimals. For example, a RETRYINTERVAL of 0.5 means that Syntelate XA will pass the record to an agent to try again in 30 minutes.

Use retries with outbound voice campaigns where you want agents to attempt to contact the customer a set number of times before giving up. Each retry decrements the LKTL_NUMTRIES field. When this field reaches 0, the Worklist Engine stops trying to pass the record to an agent.

You can either set a retry or a callback (recall). As such, where you set a value in RETRYINTERVAL, you must set RECALLCODE to N (or NULL).
RECALLCODE

Defines a callback (recall). Possible values are Y and N (or NULL).

This should be used where the agent gets in touch with the customer but it’s not a good time to talk. As such, the agent agrees to call back at a specified time.

Where you set this to Y, you must set the LKTL_RETRYAFTER field in the INTERACTION_X table to the callback date and time. You could do this via a Date box with intervals control on the agent’s desktop, for example, allowing the agent to select a date and time that suits the customer.

You can either set a callback (recall) or a retry, so where you set a value in RECALLCODE, you must set RETRYINTERVAL to NULL.
AOR_FLG

For a callback (recall), defines whether the callback should be agent-owned. This writes to the LKTL_RETRYAGENT field of the INTERACTION_X table.

Where a callback is agent-owned, Syntelate XA will try to pass the interaction back to the same agent.

In the INTERACTIONTYPE table, you can define for how long interactions should remain agent-owned before the Worklist Engine tries to pass the interaction to another agent if the assigned agent is unavailable.
CBPRIORITY Defines the priority to assign to the callback or retry, where you want to change this from the existing priority. Sets the LKTL_CBPRIORITY field of the INTERACTION_X table.
AGENTGROUP_NO Where the callback or retry should be handled by a particular agent group, defines this group. References the AgentGroupNo field of the AGENTGROUPS table.
WLMTYPE

Sets the LKTL_WLMTYPE field in the INTERACTION_X table. It usually makes sense to set this to OUTBOUND (which represents an outbound voice call).

For example, say the agent is handling an inbound call but needs to arrange a callback to the customer. You’d need to change the LKTL_WLMTYPE field in the INTERACTION_X table from INBOUND to OUTBOUND to allow the Worklist Engine to pick up the record at the right time.
INTERVALGROUP_ID Where you would like to associate a particular interval group with a callback or retry, defines the interval group. References the INTERVALGROUP_ID field of the INTERVALGROUP table.
SENDMSG

You can use this field and the following fields to create an outbound message in the INTERACTION_X_NEWMESSAGE table to be picked up by the Outbound Gateway service.

Set to 1 to create an outbound message.
MSGTYPE Sets the LKTL_TYPE field in the INTERACTION_X_NEWMESSAGE table. Possible values are E (for email), S (for SMS), and X (for a dialog box shown to agents).
MSGMAILBOXNO The message gateway to use to send the message. References the IMMAILBOXNO field in the IMMAILBOX table.
MSGSNIPPETNO Defines the snippet to use as the body of the message. References the SNIPPET_NO field in the SNIPPET table.
MSGTOFIELD Defines the field containing the email address / phone number to which the message should be sent. The format of this field is: TABLE.FIELD
DONOTCALL

If Y, adds the customer’s phone numbers to the DONOTCALL table.

The following fields from the interaction record are added as records to the DONOTCALL table: LKTL_PHONENUMBER, LKTL_NEXTDIALNUMBER, LKTL_MOBILENUMBER, LKTL_LANDLINENUMBER.