Result Codes are attached to Call Outcomes and allow them to be specified as a certain ‘type’ of outcome. For example, when setting up a Call Outcome that is intended to be a ‘call-back’ type outcome, it would be necessary to attach a ‘call-back’ Result Type to it.
To access the Result Code editor, select the following menu options:
The Result Code editor will now appear on an editing tab.
The left-hand side of the screen is a list of all the currently defined Result Types and the right-hand side of the screen contains the editing panel.
Actions
The following actions are available through the toolbar:
| Icon | Description |
|---|---|
|
Add a new Result Code by providing its details |
|
Edits the details of the selected Result Code |
|
Removes the selected result code from the system (with confirmation) |
|
Toggles the display of the inactive result codes |
|
Stores your result code changes |
Details
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Code: A number code given to each Result Code. There are certain codes that must always exist as displayed in the table below:
Code Name Description 0 New Task For internal use only 1 In Use For internal use only 2 Recycled Allows the call to be recycled using the Call Outcome’s recycle settings 3 Complete Marks the call as completed 4 Call-back Allows the agent to select a date and time for call to be called back 5 Transfer Allows calls of this type to be transferred to another agent 6 Unchanged Bypasses all callback routines leaving the existing callback data unchanged -
Description: Allows the descriptions listed in the table above to be changed in the case of being used in a non-English context