Measurable phone sales
With outcomes such as "Sale closed", "Not interested" and "Wrong number" you know how many calls in each campaign turned into sales and which agent converts best.
Reports and integrations
Know how every call went, and never forget a call back
Call outcomes are the labels agents give at the end of a call: sale closed, not interested, call back. You create them with their colour and decide which count as a conversion and which become a reminder.
Call with +44 7700 900318
- Mon 10:14Outcome "Call back" · Thursday at 4:00 pm
- Thu 3:55 pmNotice: at 4:00 pm call back +44 7700 900318
- Thu 4:00 pmThe agent calls back from the Recalls block
- Thu 4:09 pmOutcome "Sale closed" · conversion
What it is for
Call outcomes tell you how each call in your call center went. You define them once in Call outcomes, with a name and a colour, and agents give them from the agent panel at the end of each call, with a note if needed.
An outcome marked as a conversion counts in your results: reports show how many sales or appointments each agent, queue or campaign brought in. A conversion can only be given to an answered call, and when the agent saves it the panel celebrates.
An outcome marked as a recall asks for a date and time: it becomes a reminder in the agent panel, seen only by whoever set it or by every agent. The panel reminds them five minutes before and when it is due, with a button to call back.
If you like, outcomes are mandatory: until the agent has given an outcome to all their calls, the panel stays locked. In campaigns you can also have the outcome given in your CRM instead of the panel.
Use cases
Call-backs that do not slip
The customer asks to be called back on Thursday at 4 pm? The agent picks the recall outcome and sets date and time: on Thursday the panel reminds them, with the number ready to dial.
A team sharing recalls
With visibility set to every agent, a recall set by a colleague on holiday is seen and handled by whoever is on shift.
Always complete data
With mandatory outcomes no call is left without one: the panel neither takes nor makes calls until the agent has completed the open ones.
Outcomes in your CRM
In a campaign with outcomes in an external CRM, your CRM opens on answer with the lead's details in the link; outcomes given in the panel reach your systems through webhooks and the API.
How it works
Create your outcomes
In Call outcomes you create each outcome with a name and colour, and choose whether it is a conversion, a recall and who sees the recall. You order them the way agents should find them.
Enable your agents
In the agent's permissions you turn on "Allow giving outcomes" and, if you like, mandatory outcomes and outcome history.
The agent gives the outcome
At the end of the call the panel opens the outcome form: the agent picks the outcome, the recall date when needed and a note. They can change it later from their latest calls.
Read the results
In reports you filter calls, queues, agents and campaigns by outcome and see conversions and recalls, each in its colour.
What you can set
Outcome
- Name
- What the outcome is called, such as "Sale closed", in the panel and in reports.
- Colour
- The colour that makes the outcome recognisable in the panel and in reports.
- Conversion
- A call with this outcome counts as a conversion in reports; it can only be given to answered calls.
- Recall
- The agent sets the date and time to call back, and the outcome becomes a reminder in the agent panel.
- Who sees the recall
- Only whoever sets it, or every agent.
- Order
- Move outcomes up and down to decide the order agents see them in.
- Delete
- A deleted outcome can no longer be given; calls that already have it keep it.
Agent permissions
- Allow giving outcomes
- The agent gives an outcome to their calls.
- Make an outcome mandatory on every call
- Until every call has an outcome, the panel stays locked and neither takes nor makes calls.
- Allow seeing a call's outcome history
- Shows every outcome given to a call, with date and recall, not only the latest.
In the agent panel
- Outcome form
- Opens by itself at the end of the call: outcome, recall date when needed, and note.
- Calls to give an outcome
- The block with calls still missing an outcome, to complete one by one.
- Recalls
- Recalls to make, the agent's own and everyone's, with buttons to call back and mark them done; a notice arrives five minutes before and when it is due.
- My latest calls
- Where the agent gives or changes the outcome of recent calls.
Campaigns and integrations
- Call outcome in the campaign
- Agent panel, with your call outcomes, or external CRM, which opens on answer.
- CRM address
- Your CRM link, to which the system adds campaign, list, lead and its fields, agent, call id and date.
- Webhooks
- The events "the agent saves or changes the outcome" and "the agent gives a conversion outcome" notify your systems.
- Public API
- Calls and leads read through the API include their outcome.
Frequently asked questions
What are call outcomes?
They are labels the agent gives at the end of a call to record how it went, such as "Sale closed" or "Call back". They measure results and organise call-backs.
How do I count call center conversions?
Mark as a conversion the outcomes that stand for a result, such as a sale or an appointment. Every call with that outcome counts as a conversion in call, agent and campaign reports.
How do recalls work?
A recall outcome asks for a date and time. The recall appears in the Recalls block of the agent panel, seen only by whoever set it or by everyone, with a notice five minutes before and at the set time.
Can I make outcomes mandatory?
Yes, with the "Make an outcome mandatory on every call" permission: while outcomes are missing, the panel stays locked and the agent neither takes nor makes calls.
Do outcomes reach my CRM?
Yes: webhooks notify your CRM of every outcome and every conversion, and the API returns the outcome of calls and leads. In campaigns you can also have the outcome given directly in your CRM.
Related features
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