Outcome Tracking

How it works

Nicky Knoesen avatar
Written by Nicky Knoesen
Updated over a week ago

Outcome Tracking is one of our most utilized and helpful features. By attributing outcomes to lead inquiries, your sales team can provide quick and accurate information about your calls.

Further to this,  we offer the ability to schedule a follow-up call based on the outcome of a call.

How it works

Outcomes can be attributed to your calls in two different manners. The first is via a DTMF, or digit, being pressed whilst on the call. Alternatively, the outcome of the call can be decided afterwards via email. Once selected these outcomes are then fed back into your call report. A summary email is then sent each week highlighting the % outcomes.

We allow for 10 different outcomes per widget, these are predetermined by you and are reflective of the DTMF keypad on whichever phone system you are using.

Setting up Outcome Tracking

Step 1 - Login to your  ResponseiQ account. Go to Settings > Outcome Tracking

Step 2 - Toggle on/off - Enable outcome tracking, to enable the outcome tracking feature.

You can also enable/disable the agent's ability to select outcomes via DTMF tones.   

Step 3 - Create as many outcomes as you like, but ensure to notify all of your agents.

Select a digit, and give the outcome a name. The name entered will be displayed in the outcome tracking email that your agents receive

You can toggle the "Follow up status" button to enable/disable an automatic follow up call if the respective outcome is logged by the agent. Then, choose the interval time you would like, between the initial call and the follow-up call. Click “Add" to confirm.

Tip: You are still able to enable/disable a follow-up call for any outcome or even change the interval duration for the follow-up call, once it has been added.

Once an agent has sent their outcome, it automatically pulls through into the call report: 

To receive weekly outcome reports via email

Go to Settings > Email Notifications and Alerts

Here you can add the email addresses of members of staff who need oversight of the outcome activity.

End Of Day (EOD) Agent Call Outcome Report Emails

The EOD Call Outcome Report feature allows our platform to send daily reports to your agents to encourage them to log outcomes.

What is an EOD Agent Call Outcome Report Email?

The EOD Call Outcome Report Emails feature allows our platform to send daily reports to your agents, encouraging them to log outcomes against each call they claimed during the day. The platform will send an overview of the interactions they had for the current day, allowing them to log as well as update the outcomes for all the calls they claimed during their shift.

How it Works

Once you enable the EOD Call Outcome Report Email, you will be able to set a time for sending out these emails to your agents. The ResponseiQ system will collate the list of all calls claimed by a respective agent and email them at the set time.

Call Statistics

The EOD email to an agent will give the following statistics:

  • Total Calls Connected

  • Total Calls Claimed

  • No. of Outcomes Logged

These statistics will give the agent a fair idea of how many calls have been claimed versus how many outcomes are pending to be logged

2.2. List of Calls

The list given in the email will have the columns — Call-ID, Lead (Phone No./Email), Call Status, CRM Link, Time & Duration of the call, Outcome

An agent can choose to log an outcome for each call whether there is a previously logged outcome against it or not.

3. Step by Step to Set-up EOD Call Outcome Report Emails

3.1. Login to your company account on the ResponseiQ platform

3.2. From the menu go to Settings > Outcome Tracking to ensure that Outcome Tracking is enabled for the domain

3.3. Now go to Settings > Email Notifications and Alerts

Scroll down to view the email alert settings for EOD Call Outcome Report Emails

3.4. Enable the Outcome Report Alert Emails

3.5. Choose the time of the day at which you intend the ResponseiQ application send outcome report alert emails on

Tip: The time you choose will be set as per the timezone set up for the master domain of the company

Your agents will now start receiving EOD Call Outcome Report Emails daily at the configured time.

Got any ideas or suggestions? We'd love feedback on how we can improve this feature. Drop us an email at support@responseiq.com

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