Outcome Widget Configuration Stages

Overview

Starting 3.21.2410, the configurations for the outcome widget for Five9 have undergone a few changes. This section explains the stage-wise configuration that must be completed to enable the following:

• The agent can set the disposition using the Outcome widget for all call types.

• The Outcome Widget displays the relevant telephony and business outcomes for the agent.

• The supported telephony outcomes – Callback and DNC are configured in Acqueon Campaigns.

• The Parent business outcomes are configured in Acqueon Campaigns.

• The Child business outcomes are configured in Five9.

• Parent and child outcome grouping is performed in Acqueon Campaigns.

Stages of Workflow

The following stages are involved in the Outcome widget configurations for Five9:

1. Stage 1: Configure Business Outcome in Five9 VCC Admin.

2. Stage 2: Save and Sync Outcomes in Acqueon Campaigns.

3. Stage 3: Group Parent Outcomes with the Saved Child Outcome.

4. Stage 4: Configure Five9 Settings in Acqueon Workspace Admin.