Hiding and editing global outcomes. Creating and editing project specific outcomes.
Managing global outcomes for a project
Although global outcomes can appear in every project, they do not have to. For each project, you can decide which global outcomes are appropriate, or if any of the outcomes need to be modified. This is done in the Project settings in the Results section.
Hiding a global outcomes
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. Agents will not be offered this outcome when working on this project.
If you want to make a hidden outcome visible again, click the Restore button.
Editing a global outcome
You can edit the behaviour 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 outcome to use instead.
To edit a global outcome for this project:
- Click the name of the global outcome in the list.
- Update the options you want to change.
You will now see (Edited) displayed next to that reason'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 outcome 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.
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 below).
Unlike with global reasons, you will not see an (Edited) annotation for project specific call ending reasons.
- Click the Save button when done.
Creating unanswered outcomes
You can create outcomes to handle ranges of unanswered calls.
By default, the Consecutive unanswered calls section will include one range called Starting from unanswered call 1. The settings for this range let you define what happens after the first unanswered call, and subsequent unanswered calls.
If you want the behaviour to change if you get several unanswered calls, you can add a new range. To do so:
- Click the New range button.
- Click the drop-down list Starting from unanswered call and select the call number you want to change the behaviour for.
For example, if you want the first two unanswered calls to behave the same way, and only do something different with the third call, add a new range starting from call three.
You can add multiple ranges covering up to unanswered call 10, though keep in mind your contact list may limit call attempts to less than this anyway.
"Consecutive" unanswered calls
It is important to remember that the ranges are for consecutive unanswered calls. If the contact does answer one of your call attempts, the counter resets. If they don't answer the next time you call, this would be the first unanswered call again.
Options for unanswered calls
When creating unanswered call outcomes, they can include options which let you:
- Remove the contact from the contact list.
- Move the contact to another contact list.
- Set waiting periods for the called number or contact.
- Select the outbound number that would be used for the next call to that contact's number.