Search for all reporting outcomes within a client or filter by a service using the Service drop down menu.The Reporting Outcomes Mapper will display the list of results, current result codes, and outcomes.
- Select Add button to add a new result code.
- Double click on a result code to open the Reporting Outcome Mapping editor. You may update call outcomes using this screen.
The Reporting Outcome Mapping editor offers three different call outcome results (client results). More than one outcome may be required in the case where different outcomes are needed to be displayed for a call result in different CDR’s:
- Custom Outcome 1 is used to define what is displayed in a CDR when a particular result is obtained through either the call flow or the agent selecting a term code.
- Custom Outcomes 2 and 3 are used when the desired call outcome for a single result is different than call Outcome 1 by selecting 2 or 3 from the Report Writer for the CDR format.
- Select Ok to update any changes.