How do I configure Outcomes?

Created by Mark Eves, Modified on Mon, 20 Jan at 3:22 PM by Ben Hayes

The Outcomes functionality allows an Organisation to create, manage, and view actions or events for both Service Requests and Contact Centre activities. These can be based on specific activities, areas, and results according to your Organisation’s needs. Outcomes are internal and are not visible to Customers.

Contact Centre Outcomes can be created to record specific interactions with a Customer with Further Reporting, as required for Customer Service teams. In the Contact Centre, these are created using an activity.

Key Objectives:

I. Creating Outcomes

To create an outcome, go to Administration > Service Request and Case > Outcomes.

To configure an outcome, you need to first configure an Activity. Select 'Activity':

Click on 'Add row' and type a name:

Then, go back, and select 'Outcome';

Click on 'add item' and select the previously created Activity.

Then, repeat this process for the 'Result' option.

Lastly, go to 'Mapping' and select 'Add row'. Here, select 'Service Request' as your type, and then select the catalogue, form, and activity you wish to map.

II. Configuring Outcomes on Service Requests

Now that you have done this, go to an SR, and select 'Add > Outcome'. The below menu will appear.

This will have the Activity, along with all outcomes attributed with that activity, and all results attributed to that outcome.