Agent Outcomes
The Agent Outcomes tab shows the list of agent outcome codes (also known as disposition codes) configured for the current tenant.
For a list of default agent outcome codes, see Agent Outcomes.
Editing Agent Outcomes
When New or Edit are clicked, the outcome properties dialogue is shown (Fig. 2):
Fig. 2 - Add New/ Edit Agent Outcome
| Setting | Description |
|---|---|
| ID | Integer. Must be unique for the tenant. This is not changeable when editing an outcome |
| Title/ Description | Often the same. For use in reporting |
| Dialer Outcome |
(Also known as the Switch Outcome or Dialing Cycle Outcome) Used by Softdial Campaign Manager™ to determine the retry scheme to be used for this outcome.
There are four dialer outcome values that must not be mapped to agent outcomes; 0, 8, 9 and 32. These outcome codes are used internally by Softdial CallGem™. See Dialing Cycle Outcomes for more details. |
| Inbound/ Outbound Valid | Whether this outcome is relevant to inbound or outbound campaigns, or both. |