How to Enable and Manage RACE Outcomes

This guide describes how administrators can create lists of outcomes and assign them for use by agents completing calls and chats.

This article contains the following sections:

• Adding Outcomes to the System
• Flex Insights Attributes

RACE Outcomes can be accessed by users with the agent or supervisorrole when completing a call. Follow the steps in the guide 'How to Wrap Up a Call' for more information. However, In order to create and manage outcomes, theadmin role is required.

Outcomes, sometimes referred to as disposition codes, describe the final outcome of a task, i.e. inbound/outbound calls, SMS, webchat, video, etc. They work likes codes that allow your agents to label tasks and help keep the entire team on the same page.

As an administrator, you can create as many outcomes as you wish. These will be loaded into a drop-down menu for agents to choose from:

Adding Outcomes to the System

By default, there are no outcomes configured and agents are therefore not required to select an outcome before completing wrap-up.

However, as an admin, you can create lists of outcomes and assign them to specific queues. To add outcomes, follow these steps:

• Log in to your RACE account as an Administrator and click the RACE Admin section [1] at the bottom of the page.

• Select 'configure' on RACE Outcomes [2].

• Type in the name for the new outcome list [3] (e.g General) and click the plus ('+') icon [4].

• Click on the new list [5] which has just been made.

• For each list, you can create multiple potential outcomes. Type in the name of the new outcome [6] and click the plus ('+') icon [7] and repeat steps 6 and 7 as necessary until you have all the potential outcomes you need.

• Save your changes [8].

You must then assign the new outcome list to a queue. To map an outcome list to a queue, follow these steps:

• Use the breadcrumbs to return to the previous menu [1].

• Select the dropdown menu next to the queue [2] and select the relevant outcome list.
• Save your changes [3].

Note, if a queue does not have an outcome list mapped to it, agents will not be required to select an outcome before completing the task.

Note, if you have not configured any outcome lists, you will not see any selectable options within the dropdown lists.

Flex Insights Attributes

Outcomes and agent notes can be reported on within Flex Insights. Within the RACE Outcome configuration page, there are two Flex Insights attributes that can be set: Flex Insights Outcome attribute and Flex Insights Notes attribute.

Outcome and note data will be accessible to report against on Flex Insights through the attribute selected.

To change the attribute, follow these steps:

• Select the dropdown menu [1] and select the attribute you would like the data to be mapped to.
• Save your changes [2].