In general, Outcomes are an essential part of a project, letting you record the result of a conversation, or manage contacts. In some use cases in a customer service environment, however, most if not all calls might only have have one predictable outcome.
If your project has no outcomes, or only one outcome, you can choose that the agent does not have to select an outcome.
In your Admin account:
- Go to the Projects page.
- Go to the Project List subpage.
- To create a new project, click Create. You may be prompted to select which type of Project to create. If so, for outbound calling, select Customer Service project.
Alternatively, to edit an existing project, find it in the Project List and click its name. - Scroll down to the Outcomes section.
- Click to tick the checkbox Automatically close the call when...
This setting will be ignored if you have more than one outcome available in this project. To ensure this setting is applied, you should have no more than one outcome (Global or Project specific) available. For all other outcomes:
- Click the Hide button to remove any extra Global outcomes.
- Delete any unneeded Project specific outcomes.
- The project may still have multiple Consecutive unanswered calls outcomes, if needed.
Agent experience
Agents handling conversations associated with this project will only have to click the Close button at the end of the conversation and will not be prompted to select an outcome.
If there are no outcomes associated with the project, the contact's History will show a dash - as the outcome: