Call Outcome Editor

This is where the details of a Call Outcome code are specified. You should be fully aware of the impact your changes to a Call Outcome will have as changes made here can affect how the call is represented in Reporting and other areas.

  • Active: The code will be active when checked

  • Outcome Code: The call outcome definition

    Important: Once the Outcome Code is defined and saved when setting up the Call Outcome, it cannot be changed.
  • Description: A descriptive text to be displayed to agents

  • Result Type: The code that determines what options will be available to the agent when they select this Outcome. The following result types are available:

    • Callback: Enables the call back calendar for the agents to select an appropriate time for a re-call auto updating the contact and callback records
    • Complete: Call is complete and no further attempts to call it will be made
    • In Use
    • New Task
    • Recycled: The call will automatically be re-called after a pre-set time period (Recycle After field) auto updating the contact and callback records
    • Transfer: Call is transferred to another number
    • Unchanged: The code doesn't auto update anything

    See Result Codes for more information on Result Codes and how to edit them.

  • Recycle After: The pre-set time period after which the call will automatically be re-called

Upon selecting certain Result Types, appropriate Reporting Flags may be suggested if they are not already set. The suggested Reporting Flag will be highlighted in a light green colour.

Important: Although that the suggested flags can be ignored, it is recommended however that you should adopt these suggestions in the majority of cases.

 

As with the Reporting Flags, upon selecting certain Result Types, appropriate advanced settings may be suggested (and highlighted in light green colour).

  • Not Applicable (checkbox): It must be unchecked in order to define the following settings.
  • Attempts: The maximum number of times this outcome code can be selected for a contact record before it is marked as "Max attempt Code"
  • Maximum Attempt Code: The outcome code the call outcome/ contact record will be set to if the number of times this code is used reaches the "Attempts" setting
  • Maximum Attempt Subcode: The subcode the call outcome/ contact record will be set to if the number of times this subcode is used reaches the "Attempts" setting

  • Supplier Outcome Code: Passes a vendor a specific outcome code to the CTI layer
  • Recycle Command: Tells the CTI Layer how to handle the recycling of the record

  • Transfer (checkbox): <not used>
  • Hidden (checkbox): Hide the outcome code from agents by default

  • Internal (checkbox): This enables the internal system outcomes with automatic values, such as SYS_NOANSWER for no answer timeout or SYS_BUSY for busy tone)

    Tip: To see the available system outcomes select the Show Internal checkbox in the Filtering Options of the Call Outcomes screen.

  • Internal Code: The name of the internal system outcome.

Subcodes can be added to a Call Outcome to further breakdown its classification.

The following actions are available through the tab's toolbar:

Icon Description

Add a new subcode by providing Code, Description and the Active flag.

Click the icon to confirm.
Allows you to quickly add a list of sub-codes
Edits a selected subcode. Click the icon to confirm.
Removes the selected subcode (with confirmation).
Reverts the list to its previous state before any changes were saved

By default, a Call Outcome is available to all Skills. Through this tab you can make an outcome available to specific skills.

The following actions are available through the tab's toolbar:

Icon Description

Add new skill(s) to the Outcome Code.

On the 'Select Skill' pop-up window select Client, Project and check the required Skills. If required, click the icon. The click the icon.

Removes the selected skill from the Outcome Code (with confirmation).
Reverts the list to its previous state before any changes were saved