Global and project outcomes. Creating global outcomes. Creating project outcomes.
Understanding outcomes
At the end of each interaction with a customer, agents must record an outcome. These outcomes have two main functions:
- To record the what happened in the interaction 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.
In a customer service environment, the outcome you use will primarily be about the first of these uses, monitoring and reporting. As such, you may want to define your own, instead of using the default options.
Outcomes are sometimes referred to as "call ending reasons", even when they don't relate to calls.
Global and project-based outcomes
You can create outcomes which are available in all your projects, or outcomes which are tied to specific projects.
If you have an outcome 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 outcome already.
Creating a global outcome
To create a call result that is available in all your projects, in your Admin account:
- Go to the General Settings page.
- Go to the Global outcomes page.
- Click the Create new button.
The Global reason dialog will open.
Creating a project specific outcome
To create a project specific outcome, while creating or editing a project in your Admin account:
- Go to the Results section.
- Click the New reason button.
Outcome settings
Many of the outcome settings focus on handling the contact, moving them to different lists or finalising them. These settings are more often used for outbound calling, but may still be used in Omni.
The settings available in outcomes varies somewhat depending on the setup of your environment, and whether you are creating a global or project specific outcome. The screenshot here are from creating a global outcome, unless otherwise noted.
- Type a name for this reason in the first field. This is the name that will appear in the list of options the agent can choose from, and in call result reports.
Choose something that will communicate the level of detail you need – this may be as simple as “Issue solved” and “Waiting for further info”, or you could use this to record what type of call it was, if you want to monitor what your most common types of calls are.
Removing settings and Moving settings
These options let you manage the contact, removing it from the contact list or moving it to another list. For most purely customer service Omni environments, you may not need these options.
Message settings
For Omni, these settings are only available as part of a Global outcome.
If the agent selects this outcome, LeadDesk will automatically send an SMS template of your choice to the customer.
If you want this global outcome to send an SMS when selected:
- Click the Message templates drop-down list to select the template to use for this outcome.
- For Omni, the SMS template selected for this call outcome will be sent automatically, with no input required from the agent. If this outcome might also be used for outbound, click to tick Automatic sending to have the same behaviour. Alternatively, if unticked, outbound agents can see, and potentially edit, the message before sending.
As noted, the SMS templates used for this option should not include message tags. For more about tags and creating SMS templates, see .
Waiting period settings
These settings are unlikely to be used for Omni. For outbound calling, they restrict automatic calls from being placed to the contact for certain amounts of time.
Extra settings
For Omni, the most important option in Extra settings for a Global outcome is Outcome keeps the conversation active.
In Omni, when the first message arrives from the customer, a conversation, also called a session is begun. The session continues as messages go back and forth, between customer and agent, as the conversation continues. Normally, the conversation ends when an agent assigns an outcome..
- To keep the session active when the agent selects this outcome, click to tick Outcome keeps the conversation active.
There is, however, an additional option in Extra settings which is only available in Project specific outcomes, see below.
Shortcut key
- To make a shortcut key available to agents for this call result, click the Shortcut key drop-down list and click to select an option. Not all shortcut keys are available in all browsers. Hover your mouse over the red exclamation mark to see information about available options.
When all settings have been selected to your preference:
- Click the Save button.
Project specific outcomes
There are settings which are only available in project specific outcomes, that must be created or edited as part of the project. These settings allow you to direct messages back to a flow using an outcome. Note that this option does not work with calls.
- Click the Redirect messages to flow drop-down list and select the flow to which you want to send messages.
This option can be useful if, for example, you want to forward the customer to a satisfaction survey, or return them to a chatbot.
As noted, using this option will always keep the current conversation active.