Understanding outcomes
At the end of each interaction with a customer, agents must record an outcome (sometimes called a “call ending reason”). These outcomes have two main functions:
- To record the outcome of the call for monitoring and reporting purposes.
- To determine what happens next with the contact. This might be to remove the contact from the current list, move them to a different list or to blacklist them, for example.
Global- and project-based outcomes
You can create call results which are available in all your projects, or call results which are tied to specific projects.
- Global outcomes These are created and managed on the General settings page of your Admin account. These outcomes are available to all projects. For more information see the article Global outcomes.
- Project specific outcomes - are created and managed within the project they will be used in. They are only available to agents using a specific project.
If you have an outcome that you intend to use for multiple projects, it is better to create it as a global outcome, then hide it from the projects that don’t use it. This reduces the chances that you create multiple outcomes that all do the same thing, which can result in confusing reports.
Likewise, before creating a new outcome, double-check that you do not have a duplicate already.
Outcomes for projects
You can create or edit outcomes when you create a project, or at any point after that. 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.
Alternatively, to edit an existing project, find it in the Project List and click its name. - Scroll down to the Outcomes section.
In the Outcomes section you can manage how global outcomes behave for this project, or create or edit new reasons.
Managing global outcomes for a project
Hiding a global outcome
If a global outcome is not suitable for use in this project, in the Global outcomes section:
- Click the Hide button.
You will now see (Hidden) displayed next to that outcome's name. If you want to make a hidden outcome visible again, click the Restore button.
- Make any other changes you need to make.
- Click the Save button.
Agents will not be offered this outcome when working on this project.
Editing a global outcome
You can edit the behaviour of one of the global outcomes, but if you do so within a project, it will only affect the outcome's behaviour for agents working with this project. Alternatively, you may want to hide the existing outcome and create a project reason to use instead.
To edit a global call ending for this project:
- Click the name of the global outcome in the list.
- Update the options you want to change (see more details below).
You will now see (Edited) displayed next to that outcome's name. If you want to reset any changes and return the reason to its original behaviour, click the Restore button.
- Make any other changes you need to make.
- Click the Save button.
Creating new outcomes for a project
To create a new project specific outcome, under the list of existing outcomes:
- Click the New outcome button.
This will create a blank new outcome that will only be available to agents working with this specific project.
You can now name and edit the outcome as required. (see below).
Editing a project specific outcome
To edit the options for a project specific outcome:
- Click the name of the call result in the list.
- Update the options you want to change (see more details below).
Unlike with global reasons, you will not see an (Edited) annotation for project specific outcomes.
- Click the Save button when done.
Options for outcomes
The options you have available will vary slightly depending several factors, including:
- Whether the call result is global or not.
- Whether the reason is for inbound projects or outbound campaigns.
- Whether you have B2B options enabled on your environment.
The screenshots below are from an outbound project specific outcomes, that does not have B2B options, unless otherwise noted.
Not all options need to be completed for all reasons.
- The first, unlabeled, field is for the name of the outcome. This will be shown in the list of outcomes for the agent, so choose something that will communicate the purpose of this outcome to the agent.
Removing settings
Removing a contact finalises it, meaning the automatic dialer will no longer call it. Despite being "removed" the contact will actually remain in the contact list, but will not be visible in the list by default. You may want to remove a contact after a sale has been made, for example, as you may not need to call the contact again.
- Removes contact from contact list. If this is ticked, when an agent chooses this outcome, the contact will be finalised.
If you have B2B options enabled on your environment, you will see a second checkbox:
- Removes company from contact list. If this is ticked, when an agent chooses this outcome, all contacts with the same company will be finalised.
Moving settings
These settings move contacts between contact lists.
- Moves contact to contact list. Click this drop-down list to select a contact list. When the agent uses this outcome, the contact will be moved to the selected contact list.
With B2B options, this settings becomes:
- Moves all contacts of a company to contact list. In this case, when the agent uses this call result, all contacts with the same company will be moved to the selected list.
Further options;
- Retain agent assignment to new contact list. If the contact has been reserved for a particular agent, if this option is ticked, the association will be kept after the contact is moved to the new list. If this option is not ticked, moving the contact will break the assignment.
- Reset call attempts. Normally, the number of call attempts left for the contact will remain the same when the contact moves. If you tick this checkbox, the call attempts for the contact will be reset to the default value of the destination contact list
- Move number to blacklist. If this is checked, the number will be blacklisted when the agent uses this outcome. See blacklist
- Select global or sponsor specific blacklist. Click this drop-down list to select which blacklist to use for this outcome. This may be a global blacklist, or one associated with a sponsor.
Message settings
The Message settings section is only available for outbound projects. When set, if the agent selects this outcome, the contact will be sent a message based on a template. The message may be an SMS or email, depending on the template.
- Message templates. Click this drop-down list to select the message template that will be used when the agent uses this outcome.
- Automatic sending - Tick this checkbox to send the message automatically, without input from the agent. If unticked, the agent will see a dialog with the option to edit or cancel the message before sending.
Waiting period and calling time settings
Allows you to set a waiting period to a number, so that it will not be dialed again until the waiting period elapses. Agents can still override the waiting period if they call the contact manually or from the contact list, but predictive and preview dialing will not offer the agent this contact.
- Waiting period for called number. If the agent selects this outcome, the contact's number will not be automatically dialed for the specified number of Days, Hours or Minutes.
- Waiting period for repeated outcome. If the agent selects this outcome and it has been selected before for this contact number, the number will not be dialed for the specified number of Days, Hours or Minutes. This overrides the previous setting.
- Waiting period for contact's other numbers. If the contact has multiple phone numbers you can set a different waiting period for them.
You can also define a daily Calling time restriction for called contact. If set, when the agent selects this outcome, the contact's numbers can only be called during the specified period.
- Move number in front of the call queue when waiting period is applied to it. If ticked, the contact's number will be prioritised for calling once the waiting time has elapsed.
Extra settings
The Extra settings for outbound and inbound projects are different.
For outbound projects:
- Points - Sets a point value for this outcome. Visible on certain reports and widgets
- Transfers the call to number - When the agent selects this outcome, the call will be transferred to the number you specify here. The number must include the country code, and the destination must be a LeadDesk VoIP user, like another agent, or an inbound queue.
For inbound projects:
- Redirect messages to flow. Click to select an existing message flow. If the agent selects this outcome when responding to a message (not a call), the customer will be sent to the selected flow.
Shortcut key
Shortcut keys can only be set for global outcomes and cannot be edited in within the project settings.