Five9

With the Outcome widget, an agent can set an outcome for inbound and manual outbound calls in Five9.

Setting an Outcome

When handling inbound or manual outbound calls, agents can select an appropriate outcome in the Outcome widget. To do so:

1. Click the Business Outcome dropdown menu.

2. Select any of these options – Callback, DNC, or any other disposition.

   Based on what you select, additional fields are displayed for action.

   If Callback is selected, the following fields are displayed per the admin configurations.

   • List of Modes

   • Callback Number

   • Agent Timezone

   • Callback Start Date - Mention the required start date for the callback.

   • Callback Start Time - Mention the required start time for the callback.

   • Callback End Date - Mention the required end date for the callback.

   • Callback End Time - Mention the required end time for the callback

   • Target Achieved - Mention the target achieved during this call.

   • Comments - Provide any comments regarding the call

   Click End Interaction.

   If DNC is selected, the following fields are displayed per the admin configurations.

   • Agent Timezone

   • DNC StartDate - Mention the required start date for DNC.

   • DNC StartTime - Mention the required start time for DNC.

   • DNC EndDate - Mention the required end date for DNC.

   • DNC EndTime - Mention the required end time for DNC.

Click End Interaction.

If other dispositions are selected, only the End Interaction button is displayed.

Click End Interaction.

Note:

1. If the Business Outcome dropdown list is empty, it may indicate that the outcomes are not configured or the campaigns are not mapped to them.

2. If the wrap-up fails with a Call wrap-up save failed error when an agent selects a Callback or DNC call outcome, it may be due to a mapping issue. The non-operative disposition in the Workspace Admin application may not be mapped to the corresponding campaign in Five9 VCC Admin.
   
   For assistance with either of the above scenarios, contact your administrator.