Chat Outcomes

Chat Outcomes are the configurable reasons as to why an agent closed a chat. This feature enables Admins and Team Managers to generate reports and analyze agent-to-customer conversations.

Enabling/Disabling Chat Outcome

  1. Select the desired team [1] in the Customer Care Console.
  2. Click on Settings [2].
  3. Under “CONFIGURE”, select Chat Outcomes [3].
  4. Click on the On/Off Chat Outcome [4] toggle to switch on/off the feature.

Adding a Chat Outcome

  1. Select the desired team [1] in the Customer Care Console.
  2. Click on Settings [2].
  3. Under “CONFIGURE”, select Chat Outcomes [3].
  4. Under the “Active” section, type in an outcome in the text field [4].
  5. Click on ADD OUTCOME [5].
    The new tag will be added to the active list of Chat Outcomes.

An active chat outcome will be displayed in a drop-down list for an agent while they close the chat.

Disabling Chat Outcomes

  1. Select the desired team [1] in the Customer Care Console.
  2. Click on Settings [2].
  3. Under “MANAGE”, select Tags [3].
  4. Click on the Disable[4] cross next to the tag name in the Active section.
  5. Click on SAVE CHANGES [5].