---
title: "Working with outcomes"
url: "https://docs.pexipengage.com/en/administrators/outcomes"
description: "Define reasons for appointment cancellation and completion"
---

## Overview

Outcomes provide structured reasons for appointment cancellation and completion. Instead of free-form text, Agents select from a predefined list, ensuring consistent reporting and analytics.

> If outcomes are not configured for a subject, Agents see a free-form **Outcome remark** field instead.

## Adding outcomes

1.  Go to **Organisation** > **Outcomes**.
    
2.  Click **\+ Outcome**.
    
3.  Fill in the following fields:
    

| Field | Description |
| --- | --- |
| Name | The display name of the outcome |
| Outcome type | Select Cancellation or Completion |
| Description | An optional description explaining when to use this outcome |

4.  Click **Save**.
    

## Creating outcome lists

Outcome lists group related outcomes together. You can create separate lists for different subjects or scenarios.

1.  Go to **Organisation** > **Outcomes**.
    
2.  Click **\+ Outcome List**.
    
3.  Fill in the following fields:
    

| Field | Description |
| --- | --- |
| Name | The display name of the outcome list |
| Outcome type | Select Cancellation or Completion (must match the outcomes you link) |
| Linked outcomes | Select the outcomes to include in this list |

4.  Click **Save**.
    

## Adding outcome lists to subjects

Once you have created outcome lists, link them to subjects so Agents can use them:

1.  Go to **Organisation** > **Subjects**.
    
2.  Select the subject you want to configure.
    
3.  Set the following fields:
    

| Field | Description |
| --- | --- |
| Outcome list for completion | The outcome list Agents choose from when completing an appointment |
| Outcome list for cancellation by contact | The outcome list used when a customer cancels |
| Outcome list for cancellation by Agent | The outcome list Agents choose from when they cancel an appointment |

4.  Click **Save**.
    

> You can assign different outcome lists for completion and cancellation, and even different lists for customer-initiated versus Agent-initiated cancellations.