Call Results

Note: This page is not applicable to Service Cloud Voice.

The Call Results page in the Admin App allows you to configure call results for users.

Call results can provide valuable, customizable information about individual call logs by allowing users to sort call logs into specific categories. For instance, users can associate certain call logs with a call result titled Call Successful, while other call logs can be associated with another call result titled Call Unsuccessful. These call results can be customized to suit your organization's specific needs.

To add a new call result to an existing call results group:

  • Select

To delete a call result from a group, click the icon beside the call result.

Note: If there is only one call result in a group, the call result cannot be deleted until another call result has first been created.

Call results groups provide a way to group individual call results according to the purpose they serve. For instance, one group could be named Sales, while another could be named Billing. Each of these groups could then have individual call results related to the corresponding title.

To create a new call results group:

  • Select

To delete a call results group, click the icon beside the call results group. Doing so deletes the call results group and all call results within the group.

The Display Name is the title that appears for a given call result.

To change the display name:

  1. Select the call result.
  2. Type a name in the Display Name field.

The Value is used for metrics to help your organization view and organize call log data. It is saved in the call log record as a call result.

To change a value:

  1. Select the call result.
  2. Type a value in the Value field.

To edit the name of a call result group:

  1. Select the group.
  2. Type a name in the Display Name field.

This box is unchecked by default. Checking this box toggles whether the status of a call log task appears as Completed or "In Progress" (Salesforce) / "Open" (Microsoft Dynamics) in your CRM.

When the checkbox is checked for a specific call result:

  • A call log submitted with the call result prompts the CRM to save the call log task in an "In Progress" / "Open" state.

    • This is displayed in the image below:

When the box is not checked for a specific call result:

  • A call log submitted with the call result prompts the CRM to save the call log task in a Completed state.

When the Show call results when call is active box is checked:

  • Users can select a call result while still on an active call.

When this box is not checked:

  • Users must first complete the call before they can select a call result. Call results are not visible until the call is disconnected.

Select the icon to drag and drop groups and call results to switch their sequential order of appearance in the InGenius UI.