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An outcome is something you want to know happened on a call, written in your own words — “Booking made”, “Message taken”, “Complaint raised”. Each agent keeps its own list of up to ten. When a conversation ends, your agent reads it back and ticks off the ones it finds, so Analytics can tell you how much of your month was bookings and how much was people chasing a delivery. You write the list yourself, because what’s worth counting depends entirely on what your agent does: an out-of-hours line for a plumber dispatches emergencies, a dental practice books check-ups. Some of the most revealing outcomes are the ones no journey covers at all — the price enquiry, the caller who wanted a slot that wasn’t free, the complaint.

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What an outcome is made of

Open your agent from the Agents list and go to the Outcomes tab, which sits between Journeys and Knowledge. Every outcome has two parts:
  • A name — a few words, and what you’ll see on your Analytics chart and beside each conversation. One agent can’t have the same name twice, and capitalisation or extra spaces don’t make it a different one.
  • A description — when your agent should tick it. This is the part your agent actually goes on when it reads a call back, so it does the real work here.
Both fields are deliberately short, and a character count appears beside the hint as you get near the limit.
Write the description the way you’d explain it to a new starter, and be clear about the near misses. “Booking” gives your agent nothing to judge a call on. “The caller agreed a date and time and we confirmed it — not someone who only asked what was free” tells it exactly where the line is, and that line is what your figures will mean.

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Add an outcome

On the Outcomes tab:
1

Select Add an outcome

A short form opens at the end of the list. The counter in the corner of the card tracks how many you have — 0 of 10 added.
2

Name it

What do you want to call it? If the name is already in use on this agent, the field names the outcome it clashes with and you’ll need a different one before you can save.
3

Say when your agent should tick it

When should your agent tick it? This one can’t be left empty — without it there’s nothing for your agent to judge the call against.
4

Add it

Add outcome puts it at the end of the list. Cancel, or the Escape key, closes the form without adding anything.
5

Publish your changes

Like every edit in the agent editor, this saves to your draft first. Select Publish changes and your agent reads conversations back against the new list from then on.

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Change or remove one

Each row has two buttons on the right. The pencil turns that row into the same two fields, headed Editing this outcome, so the thing you’re changing doesn’t move and the list keeps its shape — Save changes keeps the edit, Cancel drops it. The bin removes the outcome. Only one row is open at a time, so finish or cancel before you start another. Ten is the limit. Once you’re there, Add an outcome stops working and a line explains why: “You’ve added all ten. Remove one if you’d like to track something else.” Remove one and adding comes back.

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Let your agent suggest a few

Under the list, Suggest outcomes reads through the journeys you’ve built and comes back with a handful worth tracking. Each suggestion shows its name, its description and where it came from (“From your Take a message journey”), so you can see why it’s being offered. Nothing is added until you select it, and anything you take can be reworded afterwards like any other outcome. A suggestion you’ve already taken shows a tick instead of a plus, so you can see at a glance what you’ve picked. Suggest a different set asks again for a fresh list, and once you’re at ten the panel says nothing more can go in until you remove one. If the agent has no journeys yet there’s nothing to read, and the panel says so. Build a journey first, or write your outcomes by hand above.

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When they start counting

An outcome counts from the moment you publish it, and not before. Conversations that finished earlier aren’t read again, so a new outcome starts at zero and fills from that day — give it a full period before you judge the figures.
A conversation too short to judge is never read back at all. It doesn’t count as reaching nothing: Analytics names those separately and leaves them out of the shares.

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Renaming and rewording

Changing an outcome that’s already been running changes what your figures mean, and which change you make decides how:
  • A new name gets its own entry on your chart from that day, and the old name keeps the conversations it already had. Both appear on Analytics for a period that spans the change. Nothing is relabelled backwards, because from the outside a rename and a change of mind look identical.
  • A new description changes what counts from then on, under the same name. Earlier conversations keep what they were given, so that figure covers both meanings — and Analytics says so when the change falls inside the period you’re looking at.
  • Different capitalisation or spacing on its own changes nothing. “Booking made” and “booking made” are the same outcome.
Once conversations start coming in, Analytics shows what share of them reached each outcome, and Calls & Messages has the conversations behind every figure.