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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.
|Name of the outcome
|The type of interaction. Can be Inbound, Outbound, Chat or Email
|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.