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.
In such cases you might want to do one or both of:
- Create an outcome that closes both the call and the conversation. Normally agents need to assign an outcome to the call and then later to the conversation. If there is only one outcome, assigning it twice is particularly unnecessary.
- Set the project to not ask for outcomes at all.
Close call and conversation at once
This setting is available for global and project specific outcomes, and can be used even for projects with many outcomes. When creating an outcome that will be used by a customer service project:
- Go to the Extra settings for the outcome.
- Click to tick the option If call was ended with this outcome...
- Make other changes to the outcome or project as needed.
- Click to save the outcome (if you are creating a global outcome) or project (if you are creating a project specific outcome).
When the agent selects this outcome at the end of a call, it will also automatically be applied to the conversation.
Closing without prompting for outcome
If your project has no outcomes, or only one outcome, you can choose that the agent does not have to select an outcome at all.
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
Outcome closes both call and conversation
- Agent has the options to hang up or End call.
- Agent clicks End call, the call ends and the conversation drops off the agent's Active list.
- If you use categories and they are mandatory, agent will still need to apply categories before ending the call.
Project automatically closes when there is only one outcome
- Agent only has the hang up button.
- Clicking hang up ends the call and applies the project's outcome (if any).
- The call stays on the Active list until the agent clicks the Close button to close the conversation.
- If you use categories and they are mandatory, agent will still need to apply categories before closing the conversation.
Both settings
- Agent only has the hang up button.
- Clicking hang up ends the call and applies the project's outcome (if any). This also closes the conversation, it immediately drops from the agent's Active list.
History
If there are no outcomes associated with the project, the contact's History will show a dash - as the outcome: