Main Masters - CRM, Contact Outcome

The definitions here allow you to define various contact outcomes with an associated amount of points (for example, a phone call that connects with your client might be worth more points than leaving a voicemail):

These then appear against logs in the contact log and can be reported upon in the Contact Log Report :

To add a new contact outcome, press the "plus" icon in the top left corner and fill out the mandatory fields including:

• Description (name)
• Unit of work (for KPI reporting)
• Status (which is ACTIVE by default)
• Default (only one outcome can be nominated to default at any given time)

To edit an outcome, you press the edit icon on the far left of any item in the masters, then you change the about settings as appropriate. To remove an outcome, you must first ensure that there are no contact logs with this particular outcome, and then you set the status to INACTIVE.