Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Making Intelligent Outbound Calls/ Preparations for Creating Outbound Call Tasks/ Defining Business Results
Updated on 2024-10-12 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.

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.

    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.