Managing global outcomes. Creating Project specific outcomes. Waiting periods.
Outcomes are a big topic, and as such gets their own section of the Onboarding portal. For full details of how to create and manage Outcomes, see the articles in that section.
Understanding results and outcomes
Whenever an Outbound call is placed, their are several potential results.
- The number may be invalid, busy, may ring unanswered, these are all results which might trigger a waiting period, as we may not want to wait before calling the same contact again.
- Alternatively, preferably, the contact picks up and speaks to the agent. At the end of that call, the agent would record an outcome. Did they make a sale, did the contact request a callback, or to be added to a blacklist. Outcomes let you record deals, and manage contacts, finalising those that are no longer needed, for example.
Global- and project-based outcomes
You can create call outcomes which are available in all your projects, or ones which are tied to specific projects.
- Global outcomes - These are created and managed on the General settings page of your Admin account. These call ending reasons are available to all projects.
- Project specific outcomes - are created and managed within the project they will be used in. They are only available to agents using a specific project.
If you have an outcome that 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 already.
Managing global outcomes and creating Project specific outcomes
For full details see Results and Outcomes.
Waiting periods for unanswered calls
If the call is not answered, you may not want to call the same number again soon afterwards. As such, you can define a waiting period for that number. Automatic calling will not call that number until the waiting period has expired, although agents can still place manual calls.
- Define waiting period for unanswered numbers. Set a number of minutes for the waiting period.
- Define waiting period for repeatedly unanswered numbers. If the number is unanswered on further attempts, define a different waiting period.
- Define a a daily calling time restriction... If the number is not answered at 11:00, you may want to avoid that time of day for the next attempt. Specify a number of hours either side of that time to avoid. For example, if you define a 2 hour restriction, the number will not be called between 9:00 and 13:00.
Next
Next proceed to the Calling methods settings. See What are the Calling methods settings in Outbound Projects?