Call Closure Code

Updated on 14 Apr 2025
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The Call Closure Code functionality within the Call Management Module is crucial for categorizing and finalizing calls. By allowing agents to record the nature and resolution of each call systematically, this feature enables organizations to maintain detailed records, analyze trends, and identify areas for improvement. Implementing a structured closure code framework facilitates accurate documentation and reporting, contributing to optimized resource allocation and improved customer satisfaction. As businesses strive to elevate their customer service efforts, mastering the intricacies of call closure codes becomes an essential step in achieving operational excellence.

Let’s explore the following use-case:

Use-Case

User Persona: Administrator

Solution

NovaTech company has noticed an increasing number of customer complaints about unresolved issues and inconsistencies in call resolutions. Customers often report that they have to repeat information when their calls are escalated or revisited, leading to dissatisfaction and longer resolution times.

To improve customer satisfaction by ensuring consistent resolution of issues and accurate documentation of calls, thereby minimizing repeat calls and escalations. The company develops a structured set of Call Closure Codes that correspond to different types of resolutions and call outcomes as follows:

"Resolved - Software Bug Fixed"

"Resolved - User Error Explained"

"Escalated - Requires Advanced Support"

"Pending - Awaiting Customer Action"

"Closed - No Further Action Required"

Customer support agents are trained on the importance and usage of call closure codes. Training sessions emphasize how accurate use of these codes can help improve documentation, customer satisfaction, and trend analysis.

During customer interactions, agents select the appropriate closure code at the end of each call. For example, if an agent resolves a software bug that was causing issues, they would select "Resolved - Software Bug Fixed."

Configure Call Closure Code

The configured Closure Codes can be accessed by Analysts when finalizing enquiry call records or when creating or submitting Incident or Service Request call records.

To configure Call Closure Code, perform the following steps:

Navigate to Service Management > Design Studio > Module > Call.
Click Configurations > Master Configurations > Call Closure Code.
The Call Closure Code List page is displayed.
Figure: Call Closure Code List Page

Click New to configure a Call Closure Code.
The Call Closure Code Details page is displayed.

Figure: New Call Closure Code

For more information, refer the following Field Description.

Field	Description
Tenant	Select Tenant from the dropdown menu for which you want to configure the Call Closure Code.
Closure Code Name	Enter an unique Closure Code Name. Where the users can relate to the closure status. Example: Closed Successfully, Closed Partial etc.
Default	Enable Default switch to make the Call Closure Code a default selection.
Active	Enable Active switch to make the Call Closure Code active and to use it within the application.
	Click Reset to revert to the default configuration page to configure values again.
	Click Cancel to discard the configured details and return to the List page.
	Click Save to add the configuration to the List page.

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What's Next

Manage Call Closure Code

Table of contents

Configure Call Closure Code