Project Management Screen
Project Management and Queues screens allow you to separate your operations on a project basis, define queues under each project, and configure call/interaction distribution. Project separation clarifies authority and reporting boundaries; queue settings control distribution strategy, waiting experience, and service level.
Key Concepts
Project: A subdomain based on business/brand/operation under the same domain. An agent can log into only one project at a time. (An agent can be included in multiple queues within a project.)
Queue: A unit for holding and distributing calls/interactions linked to a project. Each queue has an internal number (used for transfer); the queue name is visible to the agent.
Profile: A set of permissions. A user can have multiple profiles. If you assign a default profile to a project, all agents entering this project inherit the permissions in this profile.
Available Break Time (min): The time defined on a project basis that determines the agent's total break entitlement during the day. The break timer in the agent panel operates according to this value.
Queue Group: Allows you to group multiple queues under one name for one-click selection and bulk monitoring/reporting. (Does not change functional behavior.)
Result Code: Reasons for call termination. Display priority: Codes defined in the queue > codes in the user profile > general codes. Some codes may be given additional time (see § 6.14).
Navigation and Access
Menu Path: Project Management > (left) Projects, (right) Queues
Role Requirement: Admin or relevant project/queue management authority
Projects
Project List
All projects are located in the left panel. You can search and use the Edit/Delete options from the three-dot menu.
Note (Deletion): Deletion is blocked if a project has a queue or authorized user. Remove the relationships first; then you can delete the project.
Creating a New Project
Press the + button.
Enter the Project Name.
(Optional) Select a Profile to assign default permissions to the project.
(Optional) Enter Available Break Time (min).
Save.
Behaviors & Notes
When a default profile is given, all agents entering this project automatically receive the relevant permissions. Additional profiles can also be assigned to the user if needed.
An agent can log into only one project at a time. (The project boundary also separates authority and reporting.)
Queues
Queues belonging to the selected project are listed in the right panel. Columns: Queue, Project, Queue Strategy, Queue No, Profile, Auto Response, Priority. Access Edit/Delete and Queue Group operations via the three-dot menu.
5.1 Creating a Queue Group
From the three-dot menu, select Queue Group > Add.
Name the group and select the queues you want to include.
Save.
Usage Areas
Selecting queues at once on agent/team screens
Grouped viewing in live monitoring/reporting
Queue Creation/Editing Areas
Project – The project this queue will be associated with. (Required)
Queue Name – The visible name that agents and transfer screens will see.
Profile – An additional set of permissions specific to this queue. Added to the project's default profile (total permission effect).
Call Mode – A label for reporting purposes like Manual/Distribution; does not restrict the distribution engine.
Queue Number – Internal number; used in transfer operations. (The name usually appears in the user interface.)
Queue Strategy – The rule for distributing the call to the appropriate agent:
Sequential (Recommended) (Round‑robin memory): Rotates among available agents, continuing from where it left off. An agent with low intensity may receive more consecutive calls. If status (Break/Busy) changes frequently, some agents may be skipped.
Least Recently Called (Least recent activity): Prioritizes the agent who has not had any activity (call/break, etc.) for the longest time. Close monitoring is recommended to prevent manipulation by changing status.
Longest Idle (optional): Prioritizes the agent who has not received a call for the longest time. If not visible in your organization, it is not yet active.
Selection Tips
In very high volume inbound, Sequential usually provides balanced results.
If teams log in at different times between shifts, Longest Idle may be fairer; it's natural for new logins to receive a burst of calls initially.
Type – Voice / Text / Video. (Currently, Voice and Text are supported; Video support may vary by organization.)
Channel Weight – Determines the number of concurrent sessions for Text channels. Values are measured in 100: 100=1 session, 50=2, 33≈3, etc. For Voice/Video, it is fixed at 1.
Agent Timeout (sec) – The duration a call will ring at the agent. If the time expires, the call remains in the queue and is attempted with the next available agent.
After Call Work (sec) – ACW. If you set it to 0, the screen closes automatically. If you need extra time, define additional time for result codes (see § 6.14).
Position Announcement – Announces the waiting position and/or queue exit (callback menu):
No: No announcement is made.
Position: Informs like “You are currently in position X.”
Queue Exit: Offers a menu like “Press 1 if you want to be called back.”
Position + Queue Exit: Both together.
Important: If the customer presses 1 and leaves the queue, this call is classified as Abandon in the report. The system also marks this event as “Left with queue exit.”
Announcement Frequency (sec) – The interval for repeating position/exit announcements.
Recommendation: Set it to Frequency ≥ (total announcement duration + 2–3 sec); otherwise, announcements may overlap.
Queue Exit Target – The target to go to when queue exit (and/or queue timeout) occurs. Usually, an IVR is selected; from here, flows like transfer to another queue or voicemail can be configured.
Hold Music – Played while waiting in the queue. Queue-level selection overrides the music setting in routing (Inbound).
Priority – If an agent is included in multiple queues, from which queue will the call be pulled more prioritarily?
A larger value means higher priority.
Among those with the same priority, the longest waiting call is processed first.
If the queue you give very high priority to is busy, other queues may not receive calls. Use carefully according to your organization's policies.
Queue Timeout (sec) – If the customer exceeds this time in the queue, the call is directed to the target you specified. This event is tracked separately in the report. Very low values may be rounded up to the minimum by the system.
Service Level (sec) – The target threshold used in reporting (e.g., the percentage of calls answered within 30 sec). Set the threshold value according to your organization's standard.
Auto Answer – If enabled, calls are automatically answered by the agent without waiting (with a small beep sound). Use carefully for training/data security purposes.
Agent – Agents who will be mandatorily assigned to this queue. Agents assigned here do not make a queue selection at login; they are automatically included in this queue (and others if added).
Result Codes – You can assign a set of result codes specific to this queue. If not defined, the user profile's codes are shown; if those are not available, general codes are displayed.
Special Behaviors and Reporting
Abandon Types:
If the customer hangs up: Abandon.
Leaves with queue exit (pressing 1): Abandon + “Queue exit” tag.
Directed by queue timeout: The event is shown separately in the report (redirected to target).
Service Level: The ratio of those answered within the selected threshold. (A parameter to exclude very short abandons in the first few seconds can be configured by the support team according to your organization.)
Best Practices
Project separation clearly distinguishes teams/brands; remember that an agent can only enter one project at a time.
Select queue strategy based on call volume and shift pattern. In low volume, Sequential may be fairer, while Longest Idle may be fairer for different login times.
Use the Priority field cautiously; increase it for critical queues, and monitor to ensure other queues are not left without calls.
Balance announcement frequency with announcement duration; very low settings may cause announcement flow to overlap.
Address ACW (After Call Work) needs with additional time for result codes; avoid unnecessarily extending general ACW.
Assign agents in the queue to prevent user errors from the start.
FAQs
Where can I see the queue number? It is listed on administrative screens; the name appears on the agent transfer screen.
I'm getting a warning that the queue cannot be deleted. Deletion is blocked if there is an IVR/routing/report dependency or if there is a user assignment in the project. Remove the dependency and try again.
Video (Visual) support? It depends on the organization's configuration. Contact the support unit for needs.
Status screen
Statuses screen is used to define the working states of agents, determine who can select these states, and specify operational behavior. For example, Meeting, Outbound Call, Task Follow-up, Ticket, Unavailable, etc.
Key Information
From the queue manager's perspective, the only condition for receiving new calls is that the agent is in the Available state.
The statuses you create on the screen do not replace the Available status; Available is a system status and cannot be edited/deleted from this screen.
Statuses under the Break category are deducted from the project's Available Break Time counter (see Project Management).
Navigation and Access
Menu Path: Operations Management > Statuses
Prerequisites: To make statuses visible to agents, the relevant profile(s) must be authorized (User Management > Profiles).
Screen Anatomy
Left List Columns: Status Name, Changeable, Supervisor, Active. Edit/Delete actions can be performed from the … menu at the end of the row. Top tools: Search box, Profile filter (view authorized statuses in a profile), + Add button.
Right Panel – Add/Edit Status New status fields and behavior options.
Status Entity Model
Field | Mandatory | Description |
Category | Yes | Available / Offline / Break / In Call (fixed set); used for reporting purposes. If Break is selected, the break counter is used. The distribution engine only considers the Available status as suitable. |
Status Name | Yes | Name visible to agents and in reports (e.g., Meeting, Outbound Call, Task Follow-up, Ticket). |
Changeable | No | If checked, the agent can select this status from their own panel. If unchecked, only the manager/system can change it. |
Supervisor Only Changeable | No | This status can only be assigned by a supervisor; the agent cannot select it themselves. |
Show on Dashboard | No | This status appears as a separate item on live dashboards/wallboards. If unchecked, it is grouped under “Other”. |
Transferable | No | The agent can accept internal transfers while in this status. If unchecked, transfers are rejected. For new queue calls, Available is still required. |
Play Sound | No | A notification sound plays on the agent's side when switching to this status (short beep). |
Trigger When CRM Card Opens | No | Automatically switches to this status when the CRM/Ticket screen opens (if integration exists). |
Active | No | Visibility in lists and selections. Inactive statuses are not shown on the agent panel. |
Note – Category Logic: Categories are used for reporting and break deduction (Break). From a call distribution perspective, all statuses other than Available are considered not suitable.
Step by Step: Creating a New Status
Click + Add.
Select Category (e.g., Break → for a status that will deduct from break time like Lunch).
Enter Status Name.
Determine behavior options:
Changeable (can the agent select it themselves?)
Supervisor Only Changeable (for special cases)
Transferable (can accept internal transfers while in this status?)
Show on Dashboard, Play Sound, Trigger When CRM Card Opens, Active
Save.
Authorize the relevant profile(s) for this status to be visible to agents (User Management > Profiles).
Most Common Status Examples (Recommended Settings)
Status | Category | Changeable | Transferable | Note |
Lunch | Break | ✓ | ✗ | Deducts from break; does not receive calls; transfer is also not recommended. |
Break | Break | ✓ | ✗ | Short break; deducts from break. |
Meeting | Offline | ✓ | ✗ | Busy but inbound is closed. |
Training | Offline | ✓ | ✗ | Active work from a business perspective; inbound is closed. |
Outbound Call | Offline | ✓ | ✓ | Closes inbound while doing outbound work; can accept transfers if necessary. |
Task Follow-up / Back-Office | Offline | ✓ | ✓ | Back-office operations; inbound is closed, transfer can be open. |
Ticket | Offline | ✓ | ✓ | Automatic triggering can be selected when the CRM/Ticket screen opens. |
Adapt the names to your organization's terminology as needed. Available is managed by the system and cannot be created/edited here.
Authorization and Visibility
Creating a status is not enough on its own. Authorization must be granted under the relevant profile for agents to see it (User Management > Profiles).
You can quickly check which statuses are authorized for the profile you selected using the Profile filter at the top left.
Operational Behavior and Reporting
Inbound distribution: No queue calls will come in statuses other than Available.
Transfer: If Transferable is selected, the agent can accept internal transferred calls while in this status.
Break counter: The time spent in statuses under the Break category is deducted from the Available Break Time (min) in the project settings.
Dashboard/wallboard: Statuses with Show on Dashboard enabled appear as separate items; others are grouped under “Other.”
CRM trigger: If integration is available, automatic transition to the defined status can occur when the CRM/Ticket card is opened.
Troubleshooting
Agent cannot receive new calls: The status is not Available. Change it to Available from the panel or through a supervisor.
Status not visible in the list: The status is not Active or the relevant profile authorization has not been granted.
Break time not decreasing: The status is not in the Break category.
Transfer not coming through: Transferable is disabled in the status.
Best Practices
Use the Break category only for actual breaks (Break, Lunch); define work states like Meeting/Training/Back-Office with the Offline category.
Reduce the risk of abuse by setting critical statuses to Supervisor Only Changeable.
To avoid clutter on the dashboard, only Show the statuses you want to manage, leaving others under “Other.”
In teams focused on outbound, it is practical to define a status like Outbound Call and keep Transferable enabled.
FAQs
I can't see Available here. Available is a system status; it cannot be created/edited on this screen.
I created a new status but the agent can't see it. Grant authorization to the relevant profile and ensure the status is Active.
Why isn't the break counter decreasing? Make sure the status is in the Break category.
Why aren't calls coming in this status? Only Available is suitable for inbound; all other statuses are not.
User Management Screen
Purpose: This guide is designed to help you perform user/profile creation, authorization assignment, and access restriction on the User Management screen accurately and securely.
Access: Main menu → Operations Management → User Management.
Basic Concepts and Authorization Logic
Assignment locations: Authorizations can be defined at three levels:
Project level (telling a project to “work with these authorizations”)
Queue level (telling a queue to “work with these authorizations”)
Person level (directly assigning a profile to a user)
Effective authorization (combination): A user can receive authorization from multiple sources simultaneously. The broadest/most permissive one applies (combination logic). Therefore, an authorization given to a project/queue can open an extra door for the user. Best practice: Minimum authorization for Agents; only necessary modules for Admin/Supervisor.
When does it take effect? Authorizations are calculated and screen visibility/operation permissions are applied based on the selected project/queue after login.
Note – Queue selection: The queue selection on the login screen is limited by authorizations after login. No restriction is visible at the initial selection stage; visibility and report access within the application are determined by authorizations.
Workflows (Step by Step)
Adding a New User
Add → User.
Fill in the First Name, Last Name, Username, Password fields.
Projects: Select the projects the user can work on (multiple selections are possible).
Profile: A profile can be assigned (optional)
Priority: Keep the default.
High priority can leave other agents idle in low-traffic operations.
Recommendation: Use 0 or similar values for all agents.
Save.
Common error/solution
“Cannot log in” → The user may be inactive, or the password may be locked (see 1.5).
“Menus not visible” → Profile/Project authorizations may be restricting access.
Adding a New Extension
Add → Extension.
Fill in the identity and password fields.
Select Routes and, if necessary, Call Group / Pickup Group.
Save.
Information: A Pickup Group rings all extensions in the same group simultaneously; the first to answer takes the call.
Profile Creation and Authorization
Create a new profile using the + in the left panel (e.g., Agent, Supervisor, Admin).
Enable/disable authorization keys within the profile according to the following groups:
Status (working statuses)
Result Code
Queue
IVR (transferable IVRs)
Directory (phonebook, transfer/outbound call)
Dial Plan (line/line group; outbound call exits)
Menu (visibility of modules in the left menu)
CRM (card, note, phone, SMS, script, etc.)
Report (report list and scope)
Other
Assign the profile to a user: Select at least one from Project, Queue, or Agents.
Tip: A user can be given multiple profiles (e.g., Agent + a special profile with only 2 additional permissions). Effective authorization is a combination.
Project/Queue-Based Authorization Assignment
Besides the profile, you can also assign permissions to a project or queue. When a user enters that project/queue, they automatically receive these permissions.
Note: These assignments can inadvertently grant extra permissions. Start with the minimum for agents and expand as needed.
Making a User Active/Inactive, Lock and Password Management
If Active is off, the user cannot log in.
Status tags:
new: User has not logged in for the first time.
active: In normal use.
locked: Password attempt limit exceeded.
passive: User has been made inactive.
Unlocking: A supervisor can remove the lock by resetting the user's password.
Creating an Agent Group
Top menu … → Agent Group.
Give it a name and add agents.
You can use this group for reporting/monitoring purposes with a single selection in supervisor screens/filters.
Import/Export (Batch Process)
Top menu … → Import / Export.
Download the Sample Excel template, fill in the required fields (First Name, Last Name, Username, Password, etc.).
It is recommended to include email/phone information to avoid errors (for notification and recovery processes).
Permission Groups – What Are They For?
This section includes what all the keys you see when creating a profile do, who they affect, and the recommended default settings.
Status
Open = The relevant item is visible and selectable.
Closed = The relevant item is invisible/unselectable.
Queue
Open = The relevant item is visible and selectable.
Closed = The relevant item is invisible/unselectable.
IVR
Open = The relevant item is visible and selectable.
Closed = The relevant item is invisible/unselectable.
Phonebook
Open = The relevant item is visible and selectable.
Closed = The relevant item is invisible/unselectable.
Dial Plan (Line/Line Group)
Open = The relevant item is visible and selectable
Closed = The relevant item is invisible/unselectable.
Report
Open = The relevant item is visible and selectable
Closed = The relevant item is invisible/unselectable.
A more detailed table display is as follows:
Title | Open (What happens?) | Closed (What happens?) |
Status | The selected statuses on the status card can be seen and selected by the agent/supervisor. | Statuses are removed from the list, cannot be selected. |
Result Codes | The agent can select the relevant result codes; if necessary, breakdown questions open. | Codes are not listed; selection narrows. |
Queues | Can see the data of these queues in reports/screens; these queues appear in the transfer list. | Data and transfer list are excluded from the scope. |
IVR | Selected IVRs appear in the transferable IVR menu. | Does not appear in the transfer list. |
Phonebook | Authorized persons/groups appear in the phonebook; can be called. | Invisible/unreachable. |
Dial Plan | The relevant line(s) can be used in external calls; visible on the softphone. | Line is invisible; cannot exit from that line. |
Menu Buttons and Permission Impact
Menu Item | What does it do? | Default (Agt/Sup/Admin) |
IVR | View/edit IVR trees. | Off/ Off/ On |
Announcements | Manage voice announcements. | Off/ Off/ On |
Routing | Line routing rules. | Off/ Off/ On |
Time Condition | Working/content time rules. | Off/ Off/ On |
Users | Add/edit user and profile permissions, password lock, etc. | Off/ On/ On |
Routes | Outbound route definitions. | Off/ Off/ On |
Queues | Queue setup and parameters. | Off/ On/ On |
Projects | Project and sub-queue relationships. | Off/ Off/ On |
Statuses | Status (working state) definitions. | Off/ On/ On |
Result Codes | Result code definitions. | Off/ On/ On |
Tags | Free tags for reporting. | Off/ On/ On |
Blacklist | Numbers not to be called. | Off/ On/ On |
Shifts | Shift/calendar planning. | Off/ On/ On |
Profiles | Create/assign permission packages. | Off/ On/ On |
Voice Export | Bulk export call recordings. | Off/ Off/ On |
SMS | Manage SMS templates. | Off/ On/ On |
Reports | Report menu. | Off/ On/ On |
Target Management | Set/track performance targets. | Off/ On/ On |
Auto Dialing | Auto dialing configurations. | Off/ On/ On |
Live Monitoring | Monitor agents in real-time. | Off/ On/ On |
Call Monitoring | Monitor active calls (listen/join if available). | Off/ On/ On |
Directory | Corporate directory management. | Off/ On/ On |
Calendar | Individual/team calendar. | Off/ On/ On |
CRM | Customer cards and transactions. | On/ On/ On |
Evaluated Records | List scored calls. | Off/ On/ On |
System Management | System-level settings. | Off/ Off/ On |
Operational Management | Operation module settings. | Off/ On/ On |
Integrations | 3P system connections. | Off/ Off/ On |
Settings | General application settings. | Off/ Off/ On |
Wallboard | Large screen dashboards. | Off/ On/ On |
Dashboard | Personal/team dashboard. | On/ On/ On |
Appointments | Appointment scheduling/tracking. | Off/ On/ On |
Call Analysis | Analysis and transcripts. | Off/ On/ On |
Queue Group | Monitor multiple queues in one group. | Off/ On/ On |
Variable IVR | Variable condition IVR. | Off/ Off/ On |
Scheduler | Scheduled tasks/automation. | Off/ On/ On |
Text Channel | Text channel management. | Off/ On/ On |
Survey | Survey question/flow management. | Off/ On/ On |
E‑mail | Email integration/operations. | Off/ On/ On |
Alerts | System notifications/rules. | Off/ On/ On |
Quality (former name) | List/listen to call recordings. | Off/ On/ On |
CRM Buttons and Permission Impact
CRM Permission (Current Name) | What does it do? | Default (A/S/Ad) |
Filters | Use filtering. | On/ On/ On |
Headers | Customize list column headers. | On/ On/ On |
Management | Download/upload Excel, batch processing. | Off/ On/ On |
Add Extra Data | Add extra fields on the card. | Off/ On/ On |
Script | Show script tab and automatically open script popup on call. | On/ On/ On |
Products | Show products tab. | Off/ On/ On |
Phones | Show phones tab. | On/ On/ On |
Notes | Show notes tab. | On/ On/ On |
SMS | Show SMS tab. | Off/ On/ On |
Send SMS | Allow sending SMS from CRM. | Off/ On/ On |
Search | Quick search box in the list. | On/ On/ On |
Hide Customer Number | Mask customer number fields. | On/ On/ On |
Add Customer | Create a new customer record. | Off/ On/ On |
View Passive Records | Show passive records in the list. | Off/ On/ On |
View All Files | View all records (regardless of ownership). | Off/ On/ On |
View Single Customer Card | Only one card can be opened at a time in CRM. | Preference/ Preference/ Preference |
Update Customer | Edit card data (permanent, logged). | Off/ On/ On |
Listen to CRM Voice Recordings | Listen to all calls on the CRM screen. | Off/ On/ On |
Listen to Own Calls Only | Restrict listening to own calls only. | On/ On/ On |
View All Logs | Show all logs related to phones on the customer card without queue distinction. | Off/ On/ On |
Show Note Details | Note tab comes fully expanded. | Off/ Preference/ Preference |
Excel Customer | Download customer data to Excel. | Off/ On/ On |
Excel Phone | Download phone list to Excel. | Off/ On/ On |
Excel Product | Download product list to Excel. | Off/ On/ On |
Cannot Change Message Text | If on, only sends template; if off, can edit/write new text. | Off/ On/ On |
Show Phone Details | Phone history comes fully expanded. | Off/ Preference/ Preference |
Show TCKN | Show TCKN field openly (removes mask). | Off/ Off/ Restricted |
Show Only Own Customers | Restrict view to own assignments. | On/ Off/ Off |
Other Button and Permission Effect
Permission | What does it do? | Default (A/S/Ad) |
Messaging | In-app messaging. | Off/ On/ On |
Whisper | Whisper from supervisor to agent. | Off/ On/ On |
Announcement | Send mass announcements. | Off/ On/ On |
Real-Time Transcript (transcript) | Live conversation text display (requires Call Analysis). | Off/ On/ On |
Change Survey Status | Change survey accept/reject status during a call. | Off/ On/ On |
View All Calendars | Show all user calendars. | Off/ On/ On |
Second Line | Second line/channel on softphone. | Off/ Optional/ Optional |
Agent List | Show agent list. | Off/ On/ On |
Missed Call Details | Queue → open missed call details page. | Off/ On/ On |
Agent List Detail | Agent list showing who made how many calls, etc. | Off/ On/ On |
Auto Card Opening | Automatically opens card during a call. | On/ On/ On |
Download Voice Recording | Download audio file on recording screens. | Off/ On/ On |
Recording Listening Log | Asks why you're listening to call recordings before you listen and logs it. | Off/ On/ On |
|
|
|
Call Confirmation | Pop-up confirmation before external call. | Off/ On/ On |
Download Call History Recording | Download your own call recording on the agent dashboard. | Off/ On/ On |
Listen to Call History Recording | Listen to your own call on the agent dashboard. | Off/ On/ On |
Dialer Total Contacts | Resets the contact counter. | Off/ Off/ On |
Dialer Daily Contacts | Resets the daily counter. | Off/ Off/ On |
Dialer Not Yet Due | Releases postponed calls. | Off/ Off/ On |
All Result Codes | Lists all codes without distinction of opened/not opened. | Off/ On/ On |
FAQ
Is there profile copying? Not directly. Solution: Create a second "additional" profile and only grant extra permissions; you can assign a multiple profiles to a user.
Can I transfer if I don't have queue permission? No. Transfer lists are created based on permissions.
Can I listen to my own call in CRM, not someone else's—is it possible? Yes, the scope of the CRM Voice Recording Listening permission is screen-based. The scope of the Call Recordings screen is separate.
What does the line filter do in reports? When selected, it limits the report scope to a specific line and overrides the queue scope.
What are the mandatory fields when importing? First Name, Last Name, Username, at least one Profile. Email/phone is recommended for notification and recovery.
Result Codes Screen
This section ensures that customer interactions (call, written channel, product transactions) are closed in a standard and reportable manner. The agent closes each interaction with a single result code; the selected code reflects on dashboards and reports, and can also trigger some automatic actions.
Basic Concepts
Category: The main class of the result code.
Success (Successful): The targeted action was completed successfully (e.g., Sale made).
Fail (Failed): The target was not reached (e.g., Payment not received, unavailable).
Schedule (Appointment/Scheduled): Follow-up planned for the future (e.g., Call back in 3 days).
Other (Other): Special situations outside of success/failure or appointment.
Result Code Type: The type of interaction the code is linked to.
Call: For phone calls.
Written Channel: For written communications like WebChat, WhatsApp, Instagram, etc.
Product: For product transactions independent of customer records in CRM (an agent can log a product transaction without speaking to the customer).
Display Name: The name seen by the agent in the list. It should be short, clear, and unique (e.g., "Sale Made").
Single Selection Rule: An interaction is closed with a single result code (more than one cannot be selected at the same time).
Reporting: Dashboards and detailed reports are fed based on category and selected features.
Features and Effects
The following options are behaviors that automatically activate when a result code is selected.
Feature | Description |
Ask Date | Prompts the agent to enter a date and time; creates a scheduled follow-up workflow. When selected, “Call Back” is disabled. |
Final Result Code | Marks the customer like a permanent tag. Subsequent codes selected that are not a final result code do not change this tag. If a new final result code is selected, it updates the tag. |
Contact | Considered reached if the number rang/answered by a machine, etc.; conversation is not necessary. |
Show on Dashboard | This code appears in the daily dashboard statistics. (Resets at 24:00.) |
Delete Action Date | Cancels any previously scheduled follow-up/call date. |
Phone Answered | This result code appears when the phone is answered and ends, if not marked, it appears on unanswered calls. |
Self | The person spoken to is the primary contact in the record. If not marked, it's a relative/other. |
Note Required | A note entry is mandatory when selecting the code. |
Contact Callable | Remains callable in the customer pool and can be called by the auto-dialer. |
Phone Callable | The customer's phone remains callable. Can be called by the auto-dialer. |
|
|
Deactivate Phone | Permanently sets the number to inactive (P); never returns to auto-dialing. |
Send SMS | Sends an automatic SMS with a defined template/operator (time can be specified, 0=immediate). |
Send E‑Mail | Sends an automatic email with a defined account (time can be specified, 0=immediate). |
Deactivate | Contact (person) becomes inactive; all numbers are removed from auto-dialing. |
Extra Time | After the result code process is completed, it holds in work follow-up status for X seconds; returns to the previous status when time expires. |
Call Again | Scheduled callback at the contact level (e.g., in 3 days). Does not work with “Ask Date” (closes when Ask Date is selected). |
Remind | With Ask Date: Customer status changes to M and does not get called by the auto-dialer. A popup reminder appears for the agent at the appointment time; the call is made manually. |
Assign | Transfers the customer spoken to, to the agent who selected the result. |
Delete Assignment | Removes the current assignment; ownership becomes vacant. |
Http | Triggers a GET/POST… call to an external/internal web service. The fields sent come from the payload in the |
Integration – HTTP
Support: GET/POST etc. methods.
Payload: Fields transmitted in the
finish_interactionevent are as follows:Agent
InteractionID
InteractionType
Domain
Queue
Note
IsOwner
ActionDate
Verdict
StartTime
EndTime
Direction
InitMoment
ConnectionMoment
TerminateMoment
CallDuration
RemoteNumber
LocalNumber
DialingLength
AlertLength
IvrWaitLength
QueueWaitLength
QueueWaitStart
QueueWaitEnd
ConnectedLength
HoldLength
ACWLength
IvrEvent
QueueWaitEvent
TalkEvent
HoldEvent
ConferenceEvent
TransferEvent
TransferTarget
TransferType
Disposition
RecordingFile
TerminateSide
Classification
CampaignName
Project
ClickToCallEvent
CustomerNo
CustomerName
Identifier
TotalBalance
TotalAttempts
Example Scenario: When a result code is selected, automatically send a message via your WhatsApp service; or trigger an alarm/alert system.
Dashboard and Reporting
Codes marked with Show on Dashboard appear in daily counters (resets at 00:00).
Reports can be broken down by Category, Type, Contact Made/Phone Answered flags, and Final Result Code tag.
Example Usage Scenarios
Successful Sales Closure
Type: Call
Category: Success
Display Name: “Sale (12 Months)”
(Optional) Show on Dashboard
Recorded in the success column in reports.
Payment Promise + Scheduled Follow-Up (Manual)
Category: Schedule
Ask Date: Enter date & time
Remind: Select (Dialer stops, popup appears for the agent at the time)
Final Result Code: Update customer tag to “Payment Promise Received”
Codes like "next missed" do not alter the last result code (until a new last result code is selected).
8Unreachable Number (Number-Based)
Deactivate Phone: The relevant number is set to P status (will not be called automatically again).
Contact Callable: If left open, other numbers can be called.
General Callback (Contact-Based)
Call Back: e.g., in 3 days
Effect: Held at the contact level; once the time expires, the contact is moved back to the call pool.
Automatic Notification (SMS/Email)
Send SMS or Send Email: Template/account and delay are defined
The message is automatically sent upon closure.
Interface Notes
Add button opens the new code panel on the right.
The three dots menu in the list row contains standard actions (Edit/Delete).
The search field at the top filters codes.
Management Principles
Glossary: Create a result code glossary that ensures a common understanding for the entire team.
Short and consistent names: Do not exceed 20–30 characters in the Display Name.
Category discipline: Use the Success/Fail distinction consistently to track success/failure rates.
Last Result Code: Useful for customer segmentation/tagging; avoid unnecessary changes.
Automations: Enable SMS/Email/HTTP triggers only if the business rule is clear.
Audit: Since "Deactivate Phone" and "Deactivate" actions are difficult to reverse, use them with mandatory notes.
FAQs
Is it necessary to speak for "Contact Made"?\ No. Ringing/voicemail, etc., is considered reached. "Phone Answered" indicates the conversation has started.
Is "Call Back" for the contact or the number?\ It is at the contact level. All numbers wait X days; then return to the standard call pattern.
What does "Remind" change?\ It stops the dialer call; shows a notification to the agent at the appointment time. The call is made manually.
Am I deactivating the number or the contact?\ "Deactivate Phone" deactivates the number, "Deactivate" deactivates the contact.
Call Classification with Tags
Accessing Tags
Log in to the Operations Manager menu.
Open the Tags section from the left menu.
From this screen, you can view existing tags, add new ones, or edit and delete existing ones.
Adding a New Tag
To create a new tag, follow these steps:
Click the Add button or use the Add Tag section on the right.
Fill in the following fields in the form:
Tag Name: Enter the name of the tag (e.g., "Satisfaction", "Technical Issue").
Category: Select the category the tag belongs to.
Queues: Specify in which queues the tag will be available. (If not selected, the tag will not appear in the call flow.)
Color: Choose a color to easily identify the tag.
Complete the process by clicking the Add button.
Note: If your tag does not appear in the list, most likely the related queue was not selected. To make the tag visible, you must assign it to at least one queue.
Editing or Deleting Tags
In the Tags list, hover over the tag you want to edit.
Click the three-dot menu on the right.
From here:
Use Edit to change the tag information.
Use Delete to remove the tag completely.
Be sure to click Save to apply the changes.
Post-Call Tagging
When a call is completed, the Tagging Area will appear on the screen. From here:
You can select one or multiple tags.
Tags allow you to better classify your calls.
The selected tags can be filtered in the reporting screen.
Using Tags in Reports
Tags can be analyzed especially through the Call Detail Report.
From the Reports menu, select the Call Detail report.
Open the Tags field in the Filters section.
Select the tags you want to analyze.
Run the report by clicking Save Filter → Fetch.
The report can be displayed in seconds or minutes format.
For more detailed information, refer to the Call Detail Reports document.
Summary and Benefits
Tags allow you to categorize your calls and manage your operations more efficiently.
You can make flexible classifications by selecting multiple tags.
Tag-based filtering in reports provides more detailed analysis.