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
- Go to Organisation > Outcomes.
- Click + Outcome.
- 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 |
- Click Save.
Creating outcome lists
Outcome lists group related outcomes together. You can create separate lists for different subjects or scenarios.
- Go to Organisation > Outcomes.
- Click + Outcome List.
- 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 |
- Click Save.
Adding outcome lists to subjects
Once you have created outcome lists, link them to subjects so Agents can use them:
- Go to Organisation > Subjects.
- Select the subject you want to configure.
- 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 |
- Click Save.
You can assign different outcome lists for completion and cancellation, and even different lists for customer-initiated versus Agent-initiated cancellations.