Customising call-result codes

Use this function to customise call result exit codes according to your company's standard terms and shorthand references.

To access this feature, right-click a survey task, select properties, and then click the call result codes tab.

For each code, there are two options:

• Show on CATI: the code is visible in CATI fieldwork (i.e. it can be selected by the agent); if not selected, the code is greyed-out during fieldwork, and cannot be selected.
• Drop call: calls will automatically hang up when the code is selected by the agent (when you are using automatic dialling for a survey). If this option is not selected, the agent will have to manually hang up.

In this topic:

• Defining a hierarchical code list
• Editing the text of a code or sub-code
• Deleting a code or sub-code
• Saving a customised set of codes for later re-use

Defining a hierarchical code list

You can also set up a hierarchical set of call result codes by defining sub-codes for your call result exit codes. To insert sub-codes, select the corresponding call result exit code and click  for each sub-code you wish to create.

Editing the text of a code or sub-code

To edit the text of a code or sub-code, simply triple-click it and enter the new text.

Deleting a code or sub-code

To delete a code or sub-code, simply select it and, next to the code list, click :

Saving a customised set of codes for later re-use

You can save customized sets of call result exit codes in the administrator library for quick implementation in other tasks. To do so, first define your call result exit codes. Then, at the top of the call result codes tab, click to create a new code set, and enter a name. Finally, click to save your code set.

To apply a previously stored set of codes to a survey, simply select the code set from the drop-down list.

To delete a customized set of call result exit codes from the administrator library, simply select it from the drop-down list, then, at the top if the call result codes tab, click :