Outcomes and Categories

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Note: Business Outcomes are also referred to as Activity Codes.

Business Outcomes form part of the data associated with a contact used by client applications. They can be tracked and viewed through Manager on various MIS displays. The Business Outcomes are allocated during the contact by rostrvm CallGuide or set at the end of the contact or during the wrap-up period. The agent's desktop software can be configured to automatically prompt the agent to select code(s) from an appropriate set on completion of the contact. For reporting purposes these Business Outcomes can be grouped together in categories to separate out some of the more important ones.

Outcomes Panel

A list of the business outcomes configured in your system.

•	Outcome - the name of the new business outcome. Pre-defined outcomes are identified with the cog icon to the left of the name and cannot be changed.

•	Type - the type of the business outcome (Integer, String, Enumerated);

•	Category - the category (or categories) to which this business outcome belongs.

From here you can:

•	Create Outcome - click the Create button on the Outcomes panel to add a new entry;

•	Modify Outcome - click on the outcome name to view or change the properties of an existing entry. Note that if this business outcome is set by any of the CallDirector scripts then a warning dialog is displayed on the Outcome Properties page warning the user of this.

Categories Panel

•	Category - the name of the category. Pre-defined categories are identified with the cog icon to the left of the name and cannot be changed.

•	Reportable - choose whether this category should be displayed in the Manager displays (default is Yes so it will show);

•	Outcomes - the number of business outcomes that belong to this category.

From here you can:

•	Create Category - click the Create button on the Categories panel to add a new entry;

•	Modify Category - click on the category name to view or change the properties of an existing entry;

•	Order Categories - click the Order button on the Categories panel to change the order in which the categories are displayed (both here and on the default Home page Category Summary panel).

Associate Business Outcomes with Categories

This can be achieved in a number of ways.

1.	From the Configure category page by moving the outcomes between the Available list and Selected list using the arrow buttons and clicking the Save button.

2.	From the Configure outcome page by moving the category between the Available list and Selected list using the arrow buttons and clicking the Save button.

System Category Business Outcomes

There is a pre-defined category of System with a number of pre-defined business outcomes associated with it. These are set automatically by the rostrvm system to reflect the outcome of some specific contact scenarios. Following is a list of these, along with a brief description of in what scenarios they are generally set (note that each outcome may be set in other scenarios also).

10001	Contact Forward	A contact at an agent (i.e. an email) has been forwarded on elsewhere.
10002	Contact Replied	A contact at an agent (i.e. an email) has been replied to.
10003	Nuisance Call	A predictive outbound call was answered by the customer but did not get routed to an agent.
10004	No Answer	An outbound call has not been answered by the customer.
10005	Abandoned	An inbound call was not answered by an agent before it was hung-up by the customer.
10006	Busy	An outbound call to a customer number returned busy.
10007	Answer Machine	An outbound call to a customer number either detected an answer machine of the agent heard an answer machine and set the outcome thus.
10008	IVR	The call was handled entirely by an IVR (AutoAgent).
10009	Overflowed	The call was moved from one routing number to another routing number.
10010	Failed	The outbound call to a customer failed for an unknown reason.
10011	Callback	An outbound call has resulting in the customer requesting and the agent setting an immediate callback.
10012	Voice Mail Left	An inbound call resulted in a voice mail being left.
10013	Voice Mail Read	A voice mail has been accessed and read by an agent.
10014	Queueback	The inbound call from the customer is queued and they have selected the option to be called back when an agent becomes available.
10015	Skipped	An outbound preview call has skipped without being dialled, and no other business outcome was provided by the agent (i.e. no skip call reason was given).
10016	Introductory Message	An outbound email or SMS chat was automatically generated by the dialler prior to making a telephone call to the customer.
10017	Terminating Message	An outbound email or SMS chat was automatically generated by the dialler after a telephone call to the customer has been hung-up.
10018	General Message	An outbound email or SMS has been generated by the system as a bulk scheduled task.
10019	Redial Rule	No longer used - backwards compatibility only.
10020	Testing	For internal use only to indicate that this is a call that was generated to test the system rather than it being a customer call.
10021	System	A system alert was emailed to rostrvm support.
10022	Unavailable	The call has failed as a result in some specific switch or gateway dependant codes that normally imply a temporary loss of service.
10023	Hung Up After Answer	The customer has hung-up a call made from a predictive campaign before the call has been routed to and answered by an agent.
10024	Max Exceeded	The outbound call failed but no redial rule was applied as it has exceeded the maximum number of retry attempts.
10025	Dial Cancelled	An outbound call has been cancelled whilst still alerting but not by the dialler (most likely by the agent). This will be set in addition to outcome 10004 - No Answer.
10026	Call Rejected	An outbound calls was rejected by the customer (mobile phone feature).
10027	Spam	The email has been identified as spam.
10028	Blacklist	The remote party has been blacklisted from further web chats.
10029	Manager Terminated	This contact was terminated from rostrvm Manager administration.
10030	Pickup	This call was picked up by another user.
10031	No Skills	An incoming call was cleared as there were no agents available with the appropriate skill to handle the call.