Working with outcomes

Outcomes are pre-determined explanations that are available to customers when cancelling a meeting, or to Agents when cancelling or completing an appointment. Outcomes are useful for gaining insights into your business processes and for measuring the effectiveness of your appointments. As an Administrator, you can add outcomes, group them into lists, and assign the lists to subjects.

The use of Outcomes is optional. You can enable them for some subjects and not others. If you don't enable outcomes, Agents are instead offered a free-form text field to record their own Outcome remark when cancelling or completing an appointment.

Adding an outcome option

To add a new outcome:

  1. From the left panel, select Organisation.
  2. From the Organisation & Planning section, select Outcomes.
  3. Select the Outcomes tab, and from the far left select + Outcome.
  4. From the Add new outcome panel, enter the following:

    Name Enter the label for this outcome, as it appears to customers or Agents.
    Outcome type Select whether this outcome is available for meetings that were cancelled (Cancellation) or meetings that were completed (Completion).
    Description

    Optionally, enter more details about this outcome. This information will appear to Administrators when they hover over the outcome name.

  5. Select Create.

The new outcome appears in the list under the Outcome tab. You can now add the outcome to one or more outcome lists.

Creating outcome lists

You must create one or more outcomes before you can create an outcome list.

To create a new outcome list:

  1. From the Outcomes page, select the Outcome lists tab, and from the far left, select + Outcome List.
  2. From the Add new outcome lists panel, enter the following:
    NameEnter the label for this outcome list. This name will appear to Administrators when they are Adding outcome lists to subjects.
    Outcome typeSelect whether this list will include outcomes for meetings that were cancelled(Cancellation) or meetings that were completed (Completion). Your choice will filter the list of outcomes that you can select for this list.
    Linked outcomesSelect one or more of the available outcomes to include in this outcome list.
  3. Select Create.

Now, in order to use these outcome lists, you must add them to one or more subjects.

Adding outcome lists to subjects

After you have added outcomes and created outcome lists, you apply them to one or more subjects. Then, when a customer or Agent cancels a meeting for that subject, or an Agent marks the meeting as completed, they'll be asked to select the outcome from the list.

For full information on working with subjects, see Managing subjects and categories.

To add an outcome list to a subject:

  1. From the left panel, select Organisation.
  2. From the Organisation & Planning section, select Subjects.
  3. From the Overview tab, select the subject.
  4. On the far left are three drop-down fields — for each field, select the Option list you want to apply:

    Outcome list for completion The list of reasons to be offered to Agents when marking a meeting as completed.
    Outcome list for cancellation by contact

    The list of reasons to be offered to customers when cancelling a meeting via the plugin.

    Customers won't be able to cancel the meeting until they have selected one of the options from this list.

    Outcome list for cancellation by Agent

    The list of reasons to be offered to Agents when cancelling a meeting with a customer.

    Agents won't be able to cancel the meeting until they have selected one of the options from this list.

  5. Select Save.