Outcome Codes¶

Outcome codes are used during or after a call to record the result of the interaction with a customer.

They help categorize the final status of the call, such as resolved, unresolved, or neutral.

This information is valuable for reporting, analysis, and process improvement.

Outcome codes can be activated or deactivated based on what is needed.

Example of the outcome code setup screen is shown below:

Outcome code details¶

Active	A outcome code can be active or inactive. If it is inactive, it will not be shown in the Totalview client
Merge	Merge will merge the selected outcome code into the outcome code selected in the drop down
Outcome code name	The name used to identify the outcome code
Outcome code type	Assign a predefined type to the outcome code. Options are Resolved, Unresolved, Transferred, Dropped Escalated, Neutral and Negative
Description	A short explanation of what the outcome code is used for. Mainly used in the Admin module

Additional functions in this view are:

Add Outcome Code	Opens pop-up that creates new outcome code
Add Default Outcome Codes	Opens pop-up that creates default outcome codes
Save Selected	Saves the selected outcome code
Delete Selected	Marks the selected outcome code for deletion. If calls are attached, a warning will be shown
Revert Selected	Reverts any unsaved changes made to the selected outcome code
Reload Data	Reloads all data and discards any unsaved changes

Access control limits which users can see and use a outcome code based on a custom field value or call group.

Users with matching values or group membership will have access. If both fields are empty, the outcome code is available to all users.

Access control settings are inherited and may appear disabled when they cannot be changed from this view.

It is possible to add some predefined outcome codes. The default outcome codes are in English, Danish and Faroese.