When you have finished serving a contact you need to close it and choose the correct outcome.
- Click the Close button.
The list of outcomes available will drop down from the button.
The list of outcomes available will vary from one project to the next and will have been determined by your Admin. These outcomes can do several different things, depending how they are set up. You can only choose one outcome, so make sure you choose the best match.
The reasons for choosing a particular outcome will depend on how you use LeadDesk. Always refer to local guidelines on which to choose.
- Click to select the appropriate outcome.
If the contact's history includes unread messages, you will be prompted to either mark them as read and continue or to go to the first unread message without assigning an outcome.
If you choose to continue (or if there were no unread messages), the contact's history will close and the contact will be removed from your Active contacts in the Overview.
What choosing an outcome does
Some examples of what outcomes can do, based on the options in the screenshot above:
- Record what happened as part of the call. In the above, the agent might choose Issue solved to note a successful conclusion to the call, or Callback to note that they created a callback for the contact.
- Record what the conversation was about. If there are particular issues your Admin wants to track, they might include outcomes for those issues. The Battery problem in the above screenshot might be used to let the Admin see how common the problem is.
- Send the contact somewhere else. If the conversation was not over the phone, outcomes can be used to send the call to a different queue, or to a chatbot, or a customer satisfaction survey. In this example, the agent has an option to send a webchat back to chatbot.