To add a Reporting Outcome to a Service:

  1. Select the Service for which you want to add a Reporting Outcome from the drop-down menu. 
  2. Click Add. The Edit Reporting Outcomes window is displayed.
  3. Select the Result from the drop-down.
  4. Add any Custom Outcomes as necessary.


    The Reporting Outcome editor offers three different customized outcome options which can be used to modify how the Result is captured in the CDRs:

    • Custom Outcome 1 specifies what is displayed in a CDR when a particular Result is obtained through either the Contact Flow or the agent selecting a Term Code.

    • Custom Outcomes 2 and 3 are used when multiple outcome options are available for a single Result. One of the available Custom Outcomes options can be selected when customizing the CDR format.

    For more information about different fields when customizing CDRs, see Report Writer Field Descriptions.

  5. Click Save.