Result Codes
Result codes determine what happens to a lead after an agent has handled a call or interaction. They are grouped into result code plans, which are then assigned to lists (for voice) or channels (for digital interactions). This lets you give agents the right set of outcomes for each campaign and channel, and report on them separately. A set of default result codes is added to your system during onboarding to help you get started — see the Default result codes article for a full list.
Result codes can also be assigned to IVR stages to track inbound call behaviour — such as where customers abandon, which routes they take, or to tag specific call types like voicemails.
To access the Result Codes page, go to Settings > General > Result Codes.
Page controls
| Control | Description |
|---|---|
| Create new result code | Opens a blank result code in the right-hand pane for configuration. There is no limit to the number of result codes on the system. |
| Create new plan | Creates a new result code plan. Plans can be assigned to lists for voice campaigns or to channels for digital interactions. |
| Filter | Filters the result code list to show All, Active, or Inactive items. |
| Advanced filter | Filters result codes by status type, contact type, or success type. Useful when you have a large number of result codes and only need to see certain configurations. |
| Reset filters | Clears all active filters and returns the full list. |
| Show channels | Toggles the left-hand column between Lists and Channels. |
| Interaction types | Filters result codes by the interaction type they are associated with. A single result code can be associated with multiple types. |
| Save | Saves all changes made on the page. Always save before navigating away — no warning is shown if you leave without saving. |
Left-hand pane
The left-hand portion of the screen contains three columns: Lists (or Channels), Result code plans, and Result codes.
Selecting a list or channel in the first column shows which result code plan is currently assigned to it in the second column. Selecting a plan shows the result codes within it in the third column. You can add or remove result codes from a plan using the plus and minus icons. Selecting a result code opens it in the right-hand editing pane.
Note. Changes to which plan is assigned to a list take effect as soon as you make the selection — even without saving. Make sure you have selected the correct plan before making other changes.
Editing tab
The Editing tab in the right-hand pane contains the core configuration for the result code.
| Field | Description |
|---|---|
| Result code | The shorthand code for the result code. Maximum 10 characters, letters and numbers only. |
| Favourite | When starred, the result code is visible throughout a call rather than only at the dispositioning stage. Result codes with a Post Call Action assigned are automatically starred. |
| Active | When enabled, the result code is visible by default. Deactivating a result code hides it rather than deleting it, allowing it to be restored without losing its configuration. |
| Agents can see this | When enabled, the result code is visible to agents in Contact Hub. When disabled, it is hidden from agents but can still be used in IVRs. |
| Description | The full name of the result code displayed to agents in Contact Hub. Should be clear and descriptive. Maximum 40 characters. |
| Associated interaction types | Controls which interaction types the result code appears on. Select a type to add it (shown in blue); select it again to remove it (shown in grey). A single result code can be associated with multiple types, so you can use the same plan across voice and digital channels with different result codes showing per interaction type. |
| Skill Group | Only visible if Outbound Skill-Based Routing is enabled. Selecting a skill group here will update the skill group assigned to the lead when this result code is applied. Selecting None means no change is made to the lead's current skill group assignment. See Assigning Skill Groups to Result Codes for more detail. |
| Lead status | Groups the result code into a standard status category. The selected category determines which further options (Success, Contact type) become available. Options: Answer Machine, Bad Phone Number, Busy, Call-back, Do Not Call, Inbound, Irate, No Answer, Not Interested, Person, Wrong Number. |
| Success | When enabled, interactions dispositioned with this result code are recorded as successes on dashboards, wallboards, and in reports. Two sub-options become available: Collect revenue — lets agents log a revenue amount against the interaction. To see it live, add a Live Stats widget to a dashboard and select Revenue from the stats dropdown. To report on it historically, revenue is stored as a column in the history table, so you can select Revenue as a field in the Custom Report Builder. Success type — set to Fixed (enter a specific number of successes in the Successes count field) or Flexible (agents enter the number of successes themselves). |
| Contact type | Determines how the result code is counted toward contact rates on dashboards and wallboards. Options: Not a contact — someone who answered but is entirely the wrong person. Contact — someone related to the target of the call but unable to make a final decision. Decision maker contact — the intended target of the call or someone able to make a final decision. |
Result code filtering
| Option | Description |
|---|---|
| Display only on manual calls | The result code is only visible to agents when they are on a manual voice call. |
| Display only on transferred calls | The result code only appears as an option when an agent is dispositioning a transferred call. Useful for tracking transfer outcomes separately. |
| Keep lead with agent | Only available when Display only on transferred calls is selected. When enabled, after combining the customer with the transfer destination, the lead remains with the agent in a dispositioning state so they can complete notes or actions before choosing an outcome. Without this, the call is dispositioned at the point of combining and the agent is immediately returned to a ready state. |
| Allowed only through scripts | The result code is hidden in Contact Hub and can only be selected from a preconfigured location within a script. |
| Display only on inbound calls | The result code is only visible to agents when handling an inbound call. |
| Display on Script Only interactions | Restricts the result code to Script Only events — where an agent requests a script without requiring a call or interaction. See Script Only Interaction for more detail. |
Note. Selecting Display on Script Only interactions hides all other configuration and advanced options on the result code. If this is selected accidentally while editing an existing result code, it will wipe the current configuration. Take care when using this option.
Advanced tab
Recall
Controls what happens to the lead after the result code is applied.
| Option | Description |
|---|---|
| Never recall lead — make ineligible | Deactivates the lead so it cannot be called again. All phone numbers linked to the lead are also deactivated. This is a final result. The lead can be reactivated via the Lead Management page if needed. |
| Do not recall this phone number | Marks the specific phone number used on this call as ineligible. The lead itself remains active and can be called again on any other numbers it has. This becomes a final result only if it is the last eligible number on the lead. |
| Recall | Makes the lead eligible to be called again after a specified period. Enter the recall time in days, hours, and minutes. The lead is not guaranteed to be called at exactly that time — it simply becomes eligible and must work its way through the dialling queue. Leads with higher priority (such as newly imported data) will be called first. |
| Do not update | This option is only available when the result code lead status is set to Inbound. Prevents the inbound call from updating the lead's existing result code or recall settings. Use this on inbound result codes where the lead is already being managed as part of an outbound campaign - without this, the inbound call would overwrite the lead's current status and recall schedule. A history record is still created against the lead even when this option is enabled. This setting only takes effect if the flagged result code is the one that ultimately applies to the call. If an IVR routine changes the result code, or the call reaches an agent who dispositions it with a different result code, the lead is updated unless that result code is also marked as Do Not Update. |
Rollover type
| Option | Description |
|---|---|
| Do not rollover | Default setting. The lead stays on its current list. |
| Rollover to list | Moves the lead to a different list when this result code is applied. Select the destination list from the dropdown. |
Close interaction
| Option | Description |
|---|---|
| Keep interaction open | For digital interactions only. The ticket remains open as further correspondence is expected from the customer. |
| Close the interaction | For digital interactions only. The ticket is closed as no further correspondence is expected. Customers can still contact you later, which will create a new ticket. |
Expected handle time
Sets the expected duration for calls using this result code. Used for exception and burn tracking on voice calls.
| Field | Description |
|---|---|
| Expected handle time (s) | The expected total call time (talk time plus disposition time) for this outcome. |
| Min user time (s) | This is the lowest amount of time you expect an agent to spend on this outcome (talk time and disposition time). |
| Max user time (s) | This is the most amount of time you expect an agent to take for this particular outcome (talk time and disposition time). |
Note. A burn occurs when a final result code (Never recall lead or Do not recall this phone number) is applied with a call duration below the minimum user time. This means the lead is permanently closed off without the agent spending the expected time on the call. Exceptions and burns are visible in Recordings Playback and the Coaching page. For more detail, see A Burn Explained.
Other behaviour
| Option | Description |
|---|---|
| Allows agent to set a call-back | When enabled, the agent can specify a recall date, time, and callback type (public or private) when dispositioning with this result code. If used within a script, a notes box is also presented to the agent. |
| Redial another number | Allows agents to immediately call back the lead on an alternative number — either an existing number on the lead or a new one entered by the agent. Entering a new number will update the lead's record. Both this and Allows agent to set a call-back can be combined to let agents set a call-back on an alternative number. |
| Add number to the Do Not Call register | When enabled, using this result code adds the customer's number to the selected DNC list. A dropdown appears to select the target DNC list. See DNC for more detail. |
| Post call action | Routes the call through an IVR when it would otherwise be disconnected. Assigning a post call action automatically stars the result code as a favourite. See Post Call Actions for more detail. |