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Outcomes

Call Outcomes

Introduction

At the end of a call, you can specify an outcome — inbound, outbound, chat, or email. You can select from a list of outcomes, which are derived from the outcomes in your Amazon Connect routing profile campaign. Basically you’re creating a pool of outcomes which campaigns can get from. You can find more about campaigns here.

Adding A New Call Outcome

When you’re on the call outcomes tab (on the admin page), you can use the + button to add a new outcome:

Fill in the form shown in the middle with the appropriate information.

Field Description
Outcome name Name of the outcome
Outcome type The type of interaction. Can be Inbound, Outbound, Chat or Email
Description A short description about the outcome

Click save when finished.

Editing An Outcome

When you want to edit an outcome, just tick the checkbox on an outcome and click on the pen icon in the top right corner.

Note: you can edit all fields except for the code.

Deleting An Outcome

When you want to delete an outcome, just tick the checkbox on an outcome and click on the bin icon in the top right corner.

Note: you cannot delete an outcome that is being used a campaign.

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