How do I create outcomes?

Creating outcomes. Options for outcomes.

The options you have available will vary slightly depending on:

• Whether it is a global outcome or a project specific one.
• Whether you have B2B options enabled on your environment

The screenshots in this article are from an outbound, project-specific, outcome. They do not include B2B options, unless otherwise noted.

Creating outcomes

To create a global outcome, in your Admin account:

1. Go to the General Settings page.
2. Go to the Global outcomes page.
3. Click the Create new button.

To create a project specific outcome, while creating or editing a project in your Admin account:

1. Go to the Results section.
2. Click the New reason button.

Settings for outcomes

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 setting becomes:

• Moves all contacts of a company to contact list. In this case, when the agent uses this outcome, 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, and 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.
• 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

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 options available in Extra settings will change depending on the setup of your LeadDesk environment. They can also vary between project and global outcomes. Some options you may encounter are:

• Create an empty order. When ticked, if an agent selects this outcome an order will be created. This order will be empty but can be edited later. 
• Outcome keeps the conversation active. Only appears if you have Omni enabled. Normally active conversations end when an agent selects an outcome. If ticked, the conversation will remain active if the agent selects this outcome.
• 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 country code, and destination must be a LeadDesk VoIP user, like another agent, or a inbound queue).
• 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. 

Allows you to set a function key to be associated with this outcome. It should be noted however that certain function keys are reserved in certain browsers. Point your mouse cursor to the icon to see more information. If your agents use LeadDesk in a range of different browsers, the shortcut key may not work for everyone.

• Click the drop-down to select one of the function keys.