Call Outcomes are how the agent classifies a completed call so that the call may be reporting correctly on any output from the system. How the Call Outcomes are defined can have a dramatic effect on reports and other processes so it’s important to get it right.
To access Call Outcomes, select the following options from the menu:
This screen contains a panel of filtering options on the left to control which Outcome Codes are displayed in the list on the right.
Filtering Options
To see what Call Outcomes will be seen by a user assigned to a certain skill, select the appropriate skill from the Skill drop-down list at the top of the panel.
Filtering by the different Call Outcome flags is also possible by selecting one of the radio button options. This can be useful for seeing whether or not a certain type of outcome is present in the list. For example, you may want to check that you have some ‘effective’ outcomes setup so clicking the ‘Effectives’ radio button in the filtering panel will show you a list of the effective outcomes that have been defined.
The Show Internal checkbox specifies whether or not the internal outcomes (ones used by automated processes such as diallers etc.) are shown in the list or not. Normally, there is no need for these to be seen so they are not shown by default.
Call Outcome List
The list of Call Outcomes on the right contains various pieces of important information about each Outcome Code. Each code can have several icons displayed alongside them in 4 columns:
- 1st column hosts result code type icons
- 2nd column hosts the effective icon or no icon (ineffective call)
- 3rd column hosts the sales indicator
- 4th column hosts the sale opportunity indicator
The following tables presents the available icons:
| Outcome Category | Icon | Description |
|---|---|---|
| Normal (black colour) |
|
Call is complete and no further attempts are required |
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Allows the agent to select a date/time to call back | |
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Automatically re-calls the record after a pre-set time period | |
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A final outcome (positive or negative) has been achieved | |
|
A sale was made | |
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This was a sales opportunity | |
| Internal (grey colour) |
|
To be transferred to another number |
|
This is an unknown result type |
Actions
The following actions are available through the toolbar:
| Icon | Description | |
|---|---|---|
|
Updates the list of outcomes | |
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Open the Call Outcome Editor for adding a new outcome. |
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Edit an existing outcome through the Call Outcome Editor. | |
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Delete the selected outcome (with confirmation).
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Confirms the change of order for the codes. | |
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Change the order of the Outcome Codes (the normal ones and not the internals). Clicking the arrows moves the Outcome to the appropriate direction by one row. Codes can be moved until reach either the top or bottom of the list is reached or an internal code is encountered (a normal code is not allowed to move past an internal code). Click the
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