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• Valid: A call that meets all required criteria and is actionable.
• Transfer: A call that needs to be redirected to another officer or department for further resolution.
• Incomplete: A call that lacks sufficient information or was disconnected before completion.
• Wrap-up Exceeds: A call where the wrap-up process exceeded the designated time limit.

2. Call Sub-Type

The Call Sub-Type dropdown is used to further specify the type of call based on the is chosen depending on the Call Type to categorize the nature of the service being requested or offered. The sub-types includeinteraction or its outcome:

a) Call Type: Valid

When the call is complete and purposeful, the following Sub-Types are selected:

• Counseling Call: Calls For calls requiring emotional or psychological support.
  Example: A caller seeks help for stress or anxiety.
• Follow-up Call: Calls related to For inquiries about ongoing cases or queries requiring periodic updatesprevious complaints.
  Example: Checking the progress of a submitted health query.
• Grievance Call: Calls concerning For complaints or issues dissatisfaction raised by the caller.
  Example: Reporting poor service at a health center.
• Health Advice Call: Calls For seeking medical advice guidance or health-related information.queries.
  Example: Asking for advice on managing cold symptoms.
• Information Call: For general queries about services or procedures.
  Example: Inquiring about helpline operating hours.

b) Call Type: Incomplete

When the call does not result in meaningful communication, the following Sub-Types are selected:

• Disconnected Call: For calls that end abruptly due to technical issues.
  Example: A call drops due to network problems.
• Missed Call: For calls terminated by the caller before connecting to an agent.
  Example: A call that rings briefly and ends without interaction.
• Noise Disturbance Call: For calls disrupted by excessive noise or poor audio quality.
  Example: Communication is unclear due to static or background noise.
• Nuisance Call: For irrelevant, prank, or inappropriate calls.
  Example: A caller repeatedly dials for non-serious reasons.

Counselling officer Module in 104

Transfer the call to Counselling officer 

3. Transfer Call

This option allows the redirection of calls to the appropriate personnel for specialized handling. Calls can be transferred to:

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