Who can use this: Tech admin, Business admin
Available on: Gong Foundation, Gong Engage
Create custom call outcomes to support your organization's sales process and reporting requirements.
Custom call outcomes are available only when Gong is connected to Salesforce. If Salesforce isn't connected, the option to create custom call outcomes isn't available.
For information about default call outcomes and how call outcomes are used in analytics, see About call outcomes.
Add a custom call outcome
Create custom call outcomes when the default call outcomes don't accurately reflect your team's calling activities or reporting requirements.
To add a custom call outcome
From the left sidebar, click Admin center.
In the Settings tab, click Dialer setup under Gong Engage.
Click the Call outcomes tab.
Click + Add new outcome.
Enter a name for the call outcome. The name is displayed in the dialer, search, timeline, and Engage analytics.
Select a Connect status:
Connected: Calls are counted as connected in analytics.
Not Connected: Calls are counted as not connected in analytics.
Select a sentiment:
Positive
Neutral
Negative
Each sentiment has a default color and is used in analytics reporting.
Select a default to-do action:
Complete: Completes the to-do.
Complete and remove: Completes the to-do and removes the person from the flow.
For flow to-dos, both options are available. For to-dos that aren't associated with a flow, Complete is the only available option.
Select Mark as opt-out if you want the person to automatically be marked as do not contact when a team member selects this call outcome.
Click Update.
Note:
Rulesets override call outcome automations for matching outcomes. For calls in a flow, the matching ruleset action runs instead of the automation configured for the call outcome.