Outcomes
Outcomes define success metrics and completion states for conversations.
Overview
An Outcome represents the result of a conversation or goal. Outcomes help you:
Measure agent effectiveness
Track conversion and resolution rates
Identify improvement opportunities
Report on business impact
Creating an Outcome
Navigate to Agent Config > Outcomes and click Create Outcome.
Name
Clear identifier for this outcome
Description
What this outcome represents
Type
Success, failure, or neutral
Goal
Which goal this outcome relates to
Metrics
How to measure occurrence
Outcome Types
Success
Goal achieved
Order placed, issue resolved
Partial
Some progress made
Information provided, callback scheduled
Escalation
Handed to human
Complex issue, customer request
Abandonment
User left
Dropped call, session timeout
Failure
Could not complete
System error, policy blocked
Best Practices
Define outcomes for every goal
Track both positive and negative outcomes
Use outcomes to identify training needs
Review outcome patterns regularly
Related Documentation
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