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 outcomes
Whenever an Outbound call is placed, their are several potential outcomes.
- The number go Unanswered, either because the number is invalid, Busy, or just rang out.
- 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 outcomes 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.
Consecutive unanswered calls
You can create outcomes to define actions when the call is not answered. You may want different actions depending on how many times calls to that number have gone unanswered.
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. 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.
Managing global outcomes and creating Project specific outcomes
For full details see Results and Outcomes.
Next
Next proceed to the Calling methods settings. See What are the Calling methods settings in Outbound Projects?