Business Outcome
- DarkLight
Business Outcome
- DarkLight
Article summary
Did you find this summary helpful?
Thank you for your feedback
A Business Outcome is the disposition set by an Agent based on the result of an Interaction with a customer. It defines the rules for recall and closure for each specific outcome.
Business Outcomes include:
Disposition Setting: The agent assigns a business outcome based on the customer's response or the result of the interaction. This disposition categorizes the interaction for future reference and action.
Rules for Recall and Closure: Each business outcome is associated rules that dictate the next steps. For example, a successful outcome might lead to the closure of the case, while an unsuccessful outcome might schedule a follow-up interaction.
Example:
If a credit card holder agrees to pay their balance, the business outcome might be set as Confirmed To Pay and categorized as a Success. The system can then be configured to close the contact upon this successful outcome.
If the credit card holder declines to pay, the business outcome might be set as Declined To Pay and categorized as a Failure. The system can then be configured to reschedule the contact for a later date.
Users have the ability to create, edit, and delete business outcomes. This customization ensures that business outcomes can be created for different groups, making them relevant and aligned with specific needs. For example, you can create different outcomes for the sales and loan departments.
Add a New Business Outcome
To a new Business Outcome:
Create Business Outcome Group
Click Add and go to Add Business Outcome.
Enter the Business Outcome Group Name and Description.
Click Next.
Create Parent Outcomes for a Business Outcome Group
Go to the Parent Outcomes tab and click Add.
Enter the Parent Outcome Name and Description.
Click Save under the Action tab.
Click Next.
Create Outcome for a Parent Outcome
Go to the Outcome tab and click Add.
Enter an Outcome Name and select a Parent Name from the dropdown list.
Select the Outcome Type, such as Failure or Success.
Note:
After syncing the Global Business Outcome from the Five9 VCC dialer, users must manually designate the nature of the business outcome as either Success or Failure. The default setting is always Success. This applies to Five9 VCC.
Enter the Reschedule Time. Reschedule Days specifies the number of days by which a contact is rescheduled for this outcome.
Enter the Max Retry. Max Retry specifies the number of retries allowed when an agent sets this business outcome for a call. After reaching this number, the contact is dialed using the next valid Mode. If no other valid modes are available, the application continues to retry this contact in the current mode until the Daily or Global Retry limit is reached.
Enter the Priority. Priority determines the order in which a contact is delivered. Adjust this number appropriately to ensure the contact is handled with higher priority.
Enter the Lead Score. Lead Score helps identify the most prospective customers to reach out to from a Campaign. This score is part of the Contact Selection Strategy and can be set at the time of upload or wrap-up, while defining the business or Telephony Outcome.
Turn Close Contact to ON to close the contact.
Turn Retain PCB to ON to retain the Personal Callback to the same agent, if applicable. If the current call is a personal Callback contact and needs to be maintained as a PCB contact after disposition, turn the Retain PCB switch ON.
Note:
The personal callback feature is not currently available. It is planned for a future release.
Turn Remove Contact to ON to remove the mode of contact from the outcome.
Click Save under the Action tab.
Click Save.
Edit a Business Outcome
To update a Business Outcome Group:
Select a Business Outcome and click Edit under the Action tab.
Update the parameters and click Update Group.
Select a Business Outcome and click Delete under the Action tab.
Read the warning and click Delete to remove the business outcome.
Fields
This lists all the parameters used in this section.
Fields | Description |
|---|---|
Business Outcome Group Description | Description of a business outcome group. |
Parent Outcome Name | Name of a parent outcome. |
Parent Outcome Description | Description of a parent outcome. |
Action | Defines action to take for an outcome. User can edit or delete an outcome. |
Outcome | Name of an outcome. An outcome is the disposition set by an agent based on the result of an interaction with a customer. |
Outcome Type | Defines outcome type such as failure or success. |
Reschedule Time | Defines the day and time by which a contact is to be rescheduled for an outcome. |
Max Retry | This is the number of retries allowed when an agent sets a business outcome for a call. After reaching this number, the contact is dialed to the next valid mode. If no other valid modes are available, the application keeps retrying this contact in this mode until the Daily or Global Retry limit is reached. |
Priority | Defines the priority order of an outcome. Adjust the number appropriately to deliver this contact with higher priority. |
Lead Score | Helps identify the most prospective customer to be reached from a campaign. This score is available as part of the contact selection strategy and can be set at the time of upload or wrap-up while defining the business or telephony outcome. |
Close Contacts | Specifies if a contact needs to be closed or not. |
Retain PCB | Option to make a personal callback to the same agent. If the currently connected call is a personal callback contact and needs to be maintained as a PCB contact after disposition, turn the Retain PCB switch ON. |
Was this article helpful?