Agent Outcomes
Softdial Contact Center™ provides a number of default Agent Outcome (or agent result) types within the
The default Agent Outcome codes (listed below) may be edited or deleted and new codes added in
Some integrators may have supported these call outcome types in earlier releases of Softdial CallGem™, using different parameters than currently supported in the Transaction Complete [TC] message, namely the Not Live (NL) and the Conversion Unsuccessful (CU) parameters. These parameters are not available to new users, but any existing messages already set up by CRM applications, specifying these parameters, will be supported.
From V10.6.600 - Preview calls completed with no specified Agent Outcome will be assigned the default
- Agent Outcome - 200, 'Not Made (A)', and
- Switch Outcome - 0, 'Not Made'
Outcome Code Mapping
Agent Outcomes are specified in
Some calls that would normally be detected and classified by the CTI layer may get passed to an agent, for example failed Answer Machine Detection or non standard SIT tone signalling. These calls can be mapped to the correct Dialing Cycle Outcome by using the default Agent Outcome codes and mappings or by setting up customised Agent Outcome codes and mappings.
Customised Agent Outcome mappings may also be used to ensure certain types of call outcome can be recycled e.g. a refusal that the agent considers may be converted at a later date.
See also Managing Call Results and Dialing Cycle Outcomes.
Show default Agent Outcome codes
| Dialing Cycle Outcome | ||||
|---|---|---|---|---|
| ID |
|
Description | Title | Code |
| 0 | Live Call | Live call (Unspecified) | Connected | 10 |
| 1 | Answer machine | The agent detected that an answering machine had been dialed | Answer machine | 5 |
| 2 | Auto attendant | The agent detected that an auto attendant or IVR system had been dialed | Other | 30 |
| 3 | Fax machine | The agent detected that a fax machine had been dialed | Fax Machine | 3 |
| 4 | Modem | The agent detected that a modem had been dialed | Modem | 4 |
| 5 | Unknown machine | Live voice was not detected and the agent was unable to classify as meaningful non-live outcome | Other | 30 |
| 6 | Other, non-live | Neither live voice or a machine were detected by agent | Other | 30 |
| 33 | Answer Machine Left Message | An answer machine was detected - agent left a message | Answer Machine Left Message | 33 |
| 101 | Reschedule | The called party has asked for a call to be rescheduled for a later time, to speak to them or to another person | Connected | 10 |
| 102 | Refusal | The called party doesn't want the service/product and no further call will be made on this campaign | Connected | 10 |
| 103 | Wrong Number | The called party expected or sought does not reside at this number | Connected | 10 |
| 104 | Wrong Person | The called party expected or sought at this number was unavailable, but no arrangement is made to reschedule a call later | Connected | 10 |
| 105 | Commitment | The agent got a sale or a promise to pay etc. | Connected | 10 |
| 106 | Live Left Message | Live Left Message | Live Left Message | 106 |
| 107 | Live Unattended | Live Unattended | Live Unattended | 107 |
| 120 | Other, live | No reason defined for the lack of commitment or success a call | Connected | 10 |
| 121 | Retry Example 1 | Mapping between agent and dialing cycle outcome example | Retry Example 1 | 101 |
| 200 | Not Made | The agent declined to make the call in preview (open progressive) mode This is also the default Agent Outcome for preview calls that are completed without a specified Agent Outcome (from V10.6.580). See also Custom 'not made' outcomes for Preview calls below |
Not Made | 0 |
| 201 | Busy | Agent detected busy tone | Busy | 1 |
| 202 | No Answer | Agent-detected ring no answer | No Answer | 2 |
| 203 | Fax Machine | Agent-detected Fax Duplicate of 3 (legacy) | Fax Machine | 3 |
| 204 | Modem | Agent-detected modem Duplicate of 4 (legacy) | Modem | 4 |
| 205 | Answer Machine | Agent-detected answer machine Duplicate of 1 (legacy) | Answer Machine | 34 |
| 206 | Call Failure | Agent-detected call failure | Call Failure | 6 |
| 220 | Unobtainable | Agent-Detected Number Unobtainable SIT | Unobtainable | 20 |
| 221 | Out of order | Agent-detected Out-of-order SIT | Out of order | 21 |
| 222 | Number changed | Agent-detected Number Changed SIT | Number changed | 22 |
| 223 | Incoming Barred | Agent-detected incoming barred SIT | Incoming Barred | 23 |
| 224 | Call rejected | Agent-detected call rejected SIT | Call rejected | 24 |
| 225 | Not in use | Agent-detected Not in use SIT | Not in use | 25 |
Custom 'not made' outcomes for Preview calls
Custom Preview 'not made' outcomes are treated as follows:
- Pre 10.6.976 - treated the same as 'planned not made' (Number Back [NB] with RE32) for callbacks
- From 10.6.976 - If the agent outcome
- has a Dialing Cycle Outcome of 'Not Made' (ID 0), the call will return to the database and will be retried (even if there is no retry rule for this outcome type)
- is a custom 'Not Made' Dialing Cycle Outcome (i.e. not ID 0 but is mapping to Outcome Category 'notmade'), the call will enter Softdial Campaign Manager™, which will mark the call as complete following normal retry rules
In order to requeue the Preview call, use the default 'not made' outcome (i.e. AO resolving to the Dialing Cycle Outcome 'planned not made' (Number Back [NB] with RE32)