Form - Outcomes
From All n One's bxp software Wixi
1 Overview
Form Outcomes are the single most powerful element of bxp software (bxp).
An outcome, also known in some cases as disposition codes, were a simple recording of how the call finished. Codes could be typed in through the phone system or logged into the Excel spreadsheet for counting mechanisms to record how many calls of a certain type there were.
Samples of outcomes include:
- Sale Complete
- Not Interested
- Record Updated
- No Answer
- Callback Later
In bxp an outcome not only can be used for statistical counting but it also causes work to happen. This work can take many forms but it can lead to:
- 100% on quality of data capture
- 0% after contact work
- It can instantly escalate key matters to relevant parties
- It can enable marketing to enact real time updates
Outcomes are exceptionally powerful.
A full training document on all the aspects of an outcome and how they are used is available from Contact_Centre_Training CC-1-5 Introduction to Form Outcomes.
2 Functionality
An outcome can have many settings associated with it. There is a dedicated Section for it in the Form Management module called the "Outcome Manager". It is possible to Add, Edit, Delete and Copy outcomes from within this Section.
By default every form will have one outcome added. This is called the First Outcome. It will contain the title "Save Test". There are a number of functions and areas throughout bxp for managing and modifying this first outcome.
Outcomes can be limited to only showing certain outcomes to certain users. This is known as Outcome Access.
Outcomes can contain extensive amounts of validation to bring data quality up to 100%
As can be done in Microsoft Word and similar tools, a mail merge is an effective way of bringing a customers data into a template layout. This is possible through BXP.
3 Solution Integrations
Net Promoter Score from Satmetrix is a way of guaging customer perception of your products and services. bxp outcomes can allow easy integration with the NPS system.
Where payment processing is required, bxp comes ready built to integrate with Realex Payments, credit and debit card processing systems.
An outcome can also be heavily customised to integrate with any 3rd party solution that accepts a RESTFUL API connection.
4 Customisation
Beyond the default interface options there are an extensive amount of customisations that can be applied to an outcome. JavaScript_-_Extending_Outcome_Validation JavaScript_-_Outcome_functionality_extension
For showing and hiding outcomes for different scenarios
JavaScript_-_Outcome_Show_and_Hide
For extending beyond basic validation performed by an outcome
JavaScript_-_Extending_Outcome_Validation
