--- title: "About call outcomes" slug: "configure-call-outcomes-for-the-gong-dialer" updated: 2026-06-15T15:11:25Z published: 2026-06-15T15:11:25Z canonical: "help.gong.io/configure-call-outcomes-for-the-gong-dialer" stale: true --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gong.io/llms.txt > Use this file to discover all available pages before exploring further. # About call outcomes > **Who can use this**: Tech admin, Business admin > > **Available on**: Gong Foundation, Gong Engage Call outcomes allow team members to record the result of each call. Team members use call outcomes to track conversations and manage follow-up activities. Managers use call outcomes in Engage analytics to analyze calling performance. Gong provides a default set of call outcomes. You can create custom call outcomes to support your organization's sales process and reporting requirements. Custom call outcomes allow you to classify call results in a way that reflects your team's workflow. Because each call outcome is assigned a Connect status, custom call outcomes can improve the accuracy of metrics such as connect rate. Call outcomes are configured at the company level. All teams use the same set of call outcomes. > [!NOTE] > Note: > > The available call outcome settings depend on your CRM integration. > > If Gong is connected to Salesforce, you can create, edit, and delete custom call outcomes. > > If Gong is connected to a CRM other than Salesforce, you can set call outcomes as required, but you can’t manage existing call outcomes or create new ones. ## Default call outcomes Gong includes a set of default call outcomes which you can as-is or create custom call outcomes to support your team's workflow. The call outcomes are organized into two groups: **No answer outcomes:** - **No voicemail:** Rep does not leave a voicemail. - **Left voicemail:** Rep leaves a voicemail. - **Not in service:** The number is not in service. - **Busy:** The line is busy. **Answered outcomes:** - **Follow up:** The prospect asked for more information, asked to call back, or has not decided yet. - **Meeting booked:** The prospect agreed to meet, or the rep sent a calendar invite. - **Bad timing:** The prospect said they are not interested right now or in the near future. - **Has a solution:** The prospect said they have a solution with a competitor. - **Bad persona:** The prospect said they are not the right person and did not provide a referral. - **Wrong number:** The number is incorrect. - **Gave referral:** The prospect directed the rep to someone else. - **Bad fit:** Either side determined it is not a good fit. - **Opt out:** The prospect asked not to be contacted again. - **Hung up:** The prospect hung up. - **Gatekeeper:** A gatekeeper answered and the rep could not reach the intended person. - **Not interested (other):** The prospect said they are not interested. ## Call outcomes in Engage analytics Engage analytics uses call outcomes to measure and report on dialer activity. The Connect status and sentiment assigned to a call outcome, as well as changes to call outcomes over time, can affect analytics and reporting. ### Connect status The **Connect status** assigned to a call outcome determine how calls are categorized and reported in Engage analytics. - **Connected:** Calls are counted as connected. - **Not Connected:** Calls are counted as not connected. ### Sentiment Each call outcome is assigned a **Sentiment**: - Positive - Neutral - Negative Each sentiment has a default color. In analytics, the color helps distinguish call outcomes that share the same sentiment, making it easier to identify whether call outcomes are primarily positive, negative, or neutral. ### New call outcomes and historical analytics Adding a custom call outcome doesn't affect historical analytics data. ### Deleted outcomes in team analytics Deleted outcomes are treated as **Not Connected** in team analytics. As a result: - Historical connect rates may appear lower. - Deleted outcomes aren't included in connected-call metrics. - Deleted outcomes aren't included in connected calls, connect rate, average call duration, or manual connected call outcomes. Deleted outcomes continue to appear in dialer calls and outbound call drill-downs and are shown in gray. ### Deleted outcomes in flow analytics Flow analytics data isn't updated retroactively. Deleted outcomes remain associated with historical flow activity and continue to be reflected in flow analytics metrics for the selected timeframe. ## Make call outcomes required By default, logging a call outcome is optional. You can require reps to fill in an outcome before ending or leaving every call. **To make call outcomes required:** 1. From the left sidebar, click **Admin center**. 2. In the **Settings** tab, click **Dialer setup** under **Gong Engage**. 3. Click the **Call outcomes** tab. 4. Select **Make call outcome required**. ## Custom call outcomes You can add custom call outcomes through Salesforce. Custom outcomes defined in Salesforce are available company-wide in the Gong Dialer and apply to all reps. Custom outcomes cannot be scoped to individual teams. A team member who manages and configures the Gong platform and handles CRM integrations, user provisioning, permissions, and system settings. [Find my Tech admin](/v1/docs/find-your-technical-or-business-admin). A team member who manages the business entities in Gong, such as deal and forecast boards. [Find my Business admin](/v1/docs/find-your-technical-or-business-admin). Gong’s core platform for gaining advanced visibility into your revenue operations. Also the prerequisite license needed for Gong’s add-on packages. Access to features depends on your [company’s plan and your assigned seat](/v1/docs/plans-and-seats). Gong’s AI-driven sales engagement solution that helps sales teams prioritize, personalize, and automate outreach activities to accelerate their pipelines. Access to features depends on your [company’s plan and your assigned seat](/v1/docs/plans-and-seats).