Create Result Codes in your VanillaSoft Project

Result Codes are at the core of VanillaSoft's queue-based routing technology—an essential driver for enhancing your cadence and persistence through streamlined automation across multiple outreach channels. Result Codes play a pivotal role in optimizing your sales processes in three main ways:

  • Call Disposition: After completing a call, the caller utilizes predefined Result Codes to disposition the call. This step is crucial for a smooth transition to the following contact in the queue.
  • Tracking Call Results: Result Codes serve as the backbone for tracking the outcome of each call. This tracking capability empowers you to run queries and generate reports on call results, providing valuable insights instantly accessible on the real-time dashboard.
  • Lead Management: Result Codes become instrumental in lead management by determining when a contact will re-enter the call queue. They also dictate which agent or team the contact will route to or decide whether it should be removed from the calling queue entirely.

 

Create a New Result Code

VanillaSoft offers a set of predefined Result Codes, providing a ready-made foundation for your contact engagement. Additionally, you can create your own, tailoring the system to suit your unique needs and objectives. Elevate your workflow with the power of VanillaSoft's Result Codes.

  1. From the Admin homepage, open the specific Project that you'd like to configure.
    Select_Project.jpg
  2. In the top menu, open the Workflow/Routing menu, navigate to the Result Codes submenu, and select Result Codes.

  3. Click the Add Result Code button to initiate the setup.

  4. Provide a name for the Result Code.

    • The Result Code name, usually an abbreviation with a maximum of 10 characters, acts as a reference on both the caller's screen and the real-time dashboard.
  5. Enter a descriptive Result Description.

    • The Result Code Description, showcased in the Result Call window on the Caller screen, isn't limited to just that space. You can also incorporate it into your custom reports, adding a layer of depth for a more comprehensive understanding.
  6. Ensure the Active checkbox is selected to make the Result Code accessible.

    • The Active checkbox makes the Result Code visible on the caller screen. When checked, your callers can access and use the Result Code as needed.
  7. Choose a specific option from the Result Group drop-down..

    • Result Groups are categories that group different Result Codes for reporting and querying purposes; it's important to note that your Result Group selection does not impact your routing queue.
  8. Select an option from the Result Action drop-down.

    • The Result Action determines the action for each Result Code, playing a crucial role in the Result Code setup by deciding when, where, or if a Contact will re-enter the call queue; for more details on each type of Result Action, refer to the Understanding Result Actions article.
  9. Select the desired action from the Dialing Action drop-down.

    • Dial Next Contact initiates the dialing of the subsequent contact, even if additional numbers are available for the current contact. This default action is considered the optimal choice for the majority of organizations.
    • Dial Next Number specifically dials the following number associated with the same contact. Please note that this functionality is applicable only when progressive dialing is enabled.
    • Disable #, Dial Next deactivates the current number and proceeds to dial the following number on the same contact. It's important to highlight that this feature operates exclusively with progressive dialing enabled.
  10. Open the User Assignment drop-down and select the desired option.

    • Contacts can be allocated to various Users and Teams after a result, either through an automatic process or based on the user's preference. This functionality is beneficial in scheduled calls or appointments, allowing callers to schedule them on behalf of other users.
  11. Set the Lead Status Change by selecting an option from the drop-down.

    • No indicates no alteration to the lead status.
    • User Choice empowers the caller to handpick the lead status upon resulting. Bear in mind that, with User Choice selected, this Result Code won't appear in the Quick Result Call list.
    • Specific Lead Status enables the admin to precisely define the lead status to which the contact will transition when this Result Code is selected. This option provides a more controlled and targeted approach to managing lead statuses.
  12. Check the Save Recordings checkbox to preserve call recordings.

    • This option saves voice recordings for designated call results when activated, allowing selective review. Applicable only to VanillaSoft VoIP users with the intelligent call recording option and proper licenses. Check the Setting Up Call Recording in VanillaSoft: A Step-by-Step Guide article for more details.
  13. If needed, make comments mandatory by checking the Require Comments checkbox.

    • Enabling this option mandates that the caller must enter a comment before resulting the call.
  14. Finalize the configuration by clicking Save.

Repeat the outlined steps to create each Result Code for your use. Refer to the How to Configure the Quick Result Call List to Maximize Efficiency articles for further guidance.

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