Managing Reporting Outcomes

Table of Contents

Adding a Reporting Outcome Modifying a Reporting Outcome Copying a Reporting Outcome Deleting a Reporting Outcome

Managing reporting outcomes is a process whereby you can map outcomes (results) of each inbound or outbound call to result codes so they are captured in a way that is more suitable to your organization's requirements.

Result codes are codes that represent different outcomes (results) and these codes are captured in the Call Detail Reports (CDRs). Using Reporting Outcomes, you can customize how the captured results are displayed in the CDR. LiveVox also provides a list of default results along with result codes that you can use for various services.

The Reporting Outcomes page lists the the different call outcomes (results) along with the associated result code and custom outcomes for a service. To access the Reporting Outcomes page, navigate to Configure > Input / Output > Reporting Outcomes. Select the Service from the drop-down menu to access the Results mapped to that particular service. Selecting All from the Service drop-down lists all the results that are mapped to all the services. You can also add custom outcomes for the result codes that are stored in the Call Detail Records (CDRs).

The Reporting Outcomes page allows you to:

Add a reporting outcome to a service.
Modify the custom outcome of a result.
Copy a reporting outcome from one service to a different service.
Delete a reporting outcome from a service.

Delete

Info

The Reporting Outcome editor offers three different customized outcome options that you can use to modify how the result is captured in the CDRs:

Custom outcome 1 specifies what is displayed in a CDR when a particular result is obtained through either the contact flow or the agent selecting a termination code.
Custom outcomes 2 and 3 are used when multiple outcome options are available for a single result. You select one of the available custom outcomes options when customizing the CDR format.

For more information about different fields when customizing CDRs, see Report Writer Field Descriptions.

Adding a Reporting Outcome

To add a reporting outcome to a service:

Select the service for which you want to add a reporting outcome from the drop-down menu.
Click Add. The Edit Reporting Outcomes window is displayed.
Select the result from the Result drop-down list, for example, AGENT - Call Back..
Add any custom outcomes as necessary in the Client Outcome Details section.
Click Save.

Modifying a Reporting Outcome

To modify a custom outcome for a result:

Select the Service for which you want to modify a reporting outcome from the drop-down menu.
Select the result that you want to modify and double-click. The Edit Reporting Outcomes window is displayed.
Update the Custom Outcome fields, as required and click Save.

Copying a Reporting Outcome

To copy a reporting outcome from one service to another:

Select the service from which you want to copy a report outcome.
Select the result you want to copy and click Copy.
In the Copy Reporting Outcome Mapping To screen, select the service from to you want to copy the result to, from the Service drop down-down and click Copy.

Deleting a Reporting Outcome

To delete a reporting outcome from a service:

Select the service from which you want to delete a reporting outcome from the Service drop-down menu.
Select the result you want to delete from the service and click X.

Contact Us