Help Center/ Customer Engagement Center/ User Guide/ Tenant Administrator Guide/ Making Intelligent Outbound Calls/ Preparations for Creating Outbound Call Tasks/ Defining Business Results
Updated on 2025-11-07 GMT+08:00
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Defining Business Results

The business result refers to the processing result of the outbound call service. Tenant administrators define common business result types. Agents mark the business result based on the business execution result during the outbound call process.

Prerequisites

Some operations under the current menu are controlled by separate permissions. If related operation permissions are not configured, the corresponding operations are not supported. For details about the operation permissions that can be configured separately, see Table 1.

Context

For outbound calls, tenant A has the following business results:

1: success

2: failure

3: uncertain

The business result 2 (failure) has the following sub-business results:

1: The customer does not want to purchase the product.

2: The customer has purchased the product.

The business result 3 (uncertain) has the following two sub-business results:

1: The call is not answered by the customer.

2: The call is interrupted.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Call Config > Business Results.

    Figure 1 Business Results

  2. Click . In the Create Business Result dialog box, enter related information.

    Figure 2 Create Business Result

  3. Click OK.
  4. Click Sub-business result in the Operation column corresponding to the new business result and click New. The maximum number of sub-business result levels is specified by the tenant parameter Maximum level of the outgoing call service result. The default value is 6, and the value ranges from 2 to 6. You can adjust the number of levels under Configuration Center > System Management > Tenant Parameter > Intelligent Outbound Call > Managing Configurations.

    Figure 3 Page for creating a sub-business result

  5. Configure the sub-business result content and click Save.
  6. (Optional) Click Edit to modify the name and description of the sub-business result.

    The name of a referenced sub-business result cannot be modified.

  7. Enable Appointment Pop-up Screen corresponding to the business result. After an agent selects and saves the business result on the outbound call workbench, the reserved outbound call task dialog box is displayed.
  8. Enable Business Target corresponding to the business result. After an agent selects and saves the business result on the outbound call workbench, the number of calls that have achieved the business target is incremented by 1 on the Outbound Call > Call Monitor page.