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
II. Configuring Outcomes on Service Requests
III. Reporting Outcomes
IV. Settings
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