Closure Code

As an Admin, you can perform the following configurations in Closure Code.

• Configure Closure Code

• Import

• Actions

Configure Closure Code

Configuring Closure Codes ensures that every resolved call is categorized accurately, making it easier to track resolution trends, generate meaningful reports, and improve service quality. It helps in understanding how calls are typically resolved, whether by providing information, transferring, or escalating, enabling data-driven decisions and streamlined operations.

To configure Closure Code, perform the following steps:

1. Log in to the application as an Admin.
   

2. Navigate to Call > Configuration > Closure Code.

3. On the Closure Code page, select the required Department.
   A list of configured Closure Codes are displayed for the selected Department.
   

   Figure: Closure Code
   

4. Hover on the Action Panel in the List page and select +Add New to configure a new Closure Code.
   

   Figure: Closure Code List page
   

5. Enter a name for the new Closure Code in the Closure Code Name text box.
   

   Figure: Closure Code
   

6. Select the Default check box to make the closure code a default closure code.
   Upon selecting this option and when a Call Record is closed it considers this Default value as a Closure Code.
   

7. By default, all the Closure Codes are enabled to be Active so that it displays on the List page. This is applicable for all the Call Closure Codes in the Application.
   

8. Click Submit to create a Closure Code in Call Management successfully.

Import

If you are setting up a Support Team and have a bulk of Closure Codes to be configured, the Import option on the Action Panel of the Closure Code configuration makes it easy and quick. You are enabled to download an Excel Template that allows you to enter the data in the columns that correspond to the Closure Code fields. Then upload values the same excel template as an attachment and configure Closure Codes in bulk.

To Import Closure Codes, preform the following steps:

1. Log in to the application as an Admin.
   

2. Navigate to Call > Configuration > Closure Code.
   

3. Select Department in which you want to configure to the Closure Codes.
   A list of configured Closure Codes are displayed based on the selected Department.
   

4. Click +Add New to configure Closure Code.
   

5. Select Import by hovering on the Actions Panel of the Closure Code.
   

   Figure: Import
   

6. Click Download Master Import Template by hovering on the Actions Panel.
   

   Figure: Master Import
   

7. An excel template with name CL_CLOSURECODE.xlsx is downloaded to your local system.
   

8. Enter the Data in the template file as displayed in the figure below and save the file to your local system.
   

   Figure: Data in Template
   

9. Click on the upload icon on the Master Import page and attach the same file that was saved in the previous step.
   

   Figure: Master Import
   

10. Upon uploading, you can see the file name in the Source field.
    

    Figure: Source
    

11. Click Submit to Map the Columns.
    

12. Click Select to import the data.
    

    Figure: Import Closure Code
    

13. Map Columns to the Source, this represents if a value must be assigned during configuration and applicable for all the closure Closure Codes that is imported.
    

    Figure: Master Import
    

    Note

    You can choose to ignore the values while the mapping happens. Select <IGNORE> option from the Source dropdown to not have all the values for the Destination Field that is mapped from the excel template file to the Closure Code configuration screen.
    

    Figure: Ignore Value

14. Click Next to review.
    

15. The values from the Excel is uploaded, you can select Discard to remove any Closure Code from the bulk upload process. This page also displays the total count of closure codes that you are configuring.
    

    Figure: Upload Master

    Error detection while uploading master file

    If the data provided in the excel file has any conflict, then the system will display an error message.
    Example: In the below figure an excel file with two Default options were uploaded. The system identifies and displays an error message.
    Figure: Upload Error Scenario

16. Click Bulk Upload to add the Closure Codes to the list page.
    A success message is displayed along with the record count that is imported.
    

    Figure: Closure Code Bulk Upload
    

17. Go back to the List page and view the configuration uploaded to the list page.
    

    Figure: Bulk Upload

Actions

This section explains all the icons displayed on the Actions panel of the Closure Code page.

Show List

If you are on the any Closure Code and would like to go back to list page, click Show List the Closure Code to view the List page quickly.

The List page displays all the configured Closure Codes.

• To edit a Closure Code, click the Closure Code. Make appropriate changes and click Submit.
  

• To display the inactive Closure Codes, click the Include Inactive check box.
  

  Figure: Include Inactive