Call outcomes

What call outcomes show

The call outcome summarizes how an individual call ended. In the analytics view you see how these outcomes are distributed across an entire campaign. This lets you quickly recognize whether a campaign is meeting its goal or failing at a particular point.

The outcome analysis is based on the results documented in the individual call detail views. How a single outcome is determined is described in call outcome.

Typical outcomes

Which outcomes occur depends on the campaign goal. Common categories are:

• a campaign goal that was reached, such as a booked appointment or a completed qualification;
• a contact reached without reaching the goal;
• a callback request;
• an abort or a rejection;
• a contact that was not reached.

Contacts that were not reached are considered separately from the content outcomes. You can find details in reachability.

Using outcomes for optimization

The distribution of outcomes is a good starting point for improving a campaign. If aborts accumulate at a particular point, it is worth looking at the abort reasons and the objection analysis. If the appointment share is low, the booking rate helps.

Hinweis: Outcomes only become meaningful once enough calls have been held. Always assess the distribution in relation to the number of connected calls.

Common questions

Why does the outcome distribution differ from the booking rate?

The outcome distribution covers all call outcomes, whereas the booking rate only looks at the share of appointments that came about. A campaign can reach many contacts and still show a low appointment share if the goal is rarely reached in the conversation.

Do contacts that were not reached count in the distribution?

Contacts that were not reached are considered separately as a matter of reachability. This keeps timing and data quality from mixing with the content outcomes of a connected call.

Related topics

• Call outcome
• Dashboard metrics
• Booking rate