How do I manage outcomes in my projects?

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:

1. 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:

1. Click the name of the global outcome in the list.
2. Update the options you want to change (see below).

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.

1. Make any other changes you need to make.
2. Click the Save button.

Creating new outcome for a project

To create a new project specific outcome, under the list of existing outcomes:

1. Click the New reason 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:

1. Click the name of the call result in the list.
2. 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.

1. Click the Save button when done.