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Call Outcomes
Every call is recorded with an outcome — a summary of what actually happened on that call. Outcomes are what make call history scannable without opening every call individually.
Where outcomes appear
- As the Disposition column in call history
- On the call's detail page
What decides the outcome
The outcome reflects how the call actually went — for example, whether the caller's need was resolved, whether the call was handed off to a person, or whether the call didn't connect. The exact set of outcomes an agent can record depends on how its workflow is built, since routing and end call conditions are defined per agent.
We don't publish sentiment analysis, a predictive lead score, or an AI-generated call summary as part of the outcome — outcome reflects what the workflow was built to record, not an automated judgment layered on top of it.
Using outcomes
Outcomes are the main way to filter calls at volume — see Engagement & Enquiry Filtering.