Tenant Resource Configuration

Agent Outcomes

The Agent Outcomes tab shows the list of agent outcome codes (also known as disposition codes) configured for the current tenant.

Agent Outcomes

Fig. 1 - Agent Outcomes Tab

For a list of default agent outcome codes, see Agent Outcomes.

When New or Edit are clicked, the outcome properties dialogue is shown (Fig. 2):

Add New agent outcomeEditing Agent Outcomes

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.