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 record, for provision back to selected integrations, or for reporting purposes.
Options
Each Outcome listed here must specify an Outcome, and an Outcome Code. The Outcome is written to the [var_csOBOutcome] System Variable when an Outcome is selected (and, for the Outcome - List Control, is displayed to the agent in the options to select from). The Outcome Code is written to the [var_csOBOutcomeCode] System Variable when an Outcome is selected, and is used for reporting or integration purposes.
The Outcome option can reference a Field or Variable, and the referenced Field or Variable's value will be replaced in the resulting option at the moment the Page is loaded. For example, "[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 the [var_csOBCallComplete] System Variable is set to "yes" or "no".
Once the Outcome has been chosen by the agent, the Workflow will be navigated 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 record immediately closes once the Outcome has been set.
Custom Outcomes can be added by clicking this button. Each time it is clicked, it adds another blank entry to the list that can then be edited as desired.
If the Workflow is linked to a compatible 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.
