Stage 1: Configure Business Outcome in Five9 VCC Admin

The first step is to configure a business outcome in Five9 VCC Admin and map it to the respective campaign to retrieve these outcomes in the Outcome widget. This configuration is essential to set dispositions for outbound, inbound, and manual outbound calls.

To learn more on how to configure this outcome, refer to this topic and to learn more about mapping it to a campaign, refer here.

Set Up an Outcome to be Treated as Non-Operative

To handle Callback and DNC outcomes for all types of calls in Campaigns, you must create a business outcome in Five9 VCC. In Acqueon Workspace, this outcome is treated as a non-operative business outcome.  If an agent selects a Callback or DNC call outcome, this non-operative disposition is sent to Five9 to dispose the call and exit the ACW state. Since Callback and DNC are processed in Campaigns, this non-operative disposition ensures that the call is appropriately disposed in Five9 without syncing back to Campaigns.

The name of this non-operative business outcome is required in stage 4.

Important:

It is mandatory to map this outcome to the respective campaigns. To learn more about mapping to a campaign, refer here.