The Outcome Selector window is available for Outcome - Button and Outcome - List controls. It allows the configuration of Outcomes that the agent can select to disposition a Workflow run, and for reporting purposes.
 Options
Each Outcome listed here must specify an Outcome, and an Outcome Code. The Outcome is written to [var_csOBOutcome] when an Outcome is selected (and, for the Outcome - List control, is displayed to the agent as the option). The Outcome Code is written to [var_csOBOutcomeCode] when an Outcome is selected, and is used for reporting.
The Outcome field can reference a Field or Variable, and the value will be inserted at Page load, e.g. "[Caller Mood] Outcome - Complete".
The Complete setting is only offered for the Outcome - List control. If the Complete setting is deselected for an option, then when the agent selects it they will be presented with call rescheduling options. It also controls whether [var_csOBCallComplete] is set to "yes" or "no".
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 Post-Outcome Page
Once the Outcome has been chosen by the agent, the Workflow run will progress to this Page. This can be any page in the Workflow; for example, if there are no further actions required it could specify the Last Page, so the Workflow run closes once the Outcome has been set. |
 Add Custom Outcome
Custom Outcomes can be added by clicking this button. Each time it is clicked, a new blank option will be added to the list for the Workflow builder to configure as desired.
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 Add Outcomes from Integration
If the Workflow is linked to an external integration, then clicking this button will present a list of the available Outcomes for the integration. The Description and Complete settings for the options can be changed freely, but the Value is defined by the integration. |
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