Manage custom call outcomes

Who can use this: Tech admin, Business admin

Available on: Gong Foundation, Gong Engage

Manage custom call outcomes after they are created.

Custom call outcomes are available only when Gong is connected to Salesforce. If Salesforce isn't connected, the option to create, edit, or delete custom call outcomes isn't available.

For information about default call outcomes and how call outcomes are used in analytics, see About call outcomes.

Set call outcomes as required

Require team members to select a call outcome during or after every call.

Note:

This setting doesn't apply to calls made using the mobile app.

To set call outcomes as 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.

5. Click Update.

Edit a custom call outcome

Update the settings associated with a custom call outcome.

You can't edit the call outcome name. Keeping the original name helps maintain consistency in analytics and reporting.

To edit a custom call outcome

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. Update the connect status, sentiment, to-do action, and automation settings as necessary.

5. Click Update.

Reorder custom call outcomes

Reorder call outcomes to control the order in which they appear to team members.

To reorder custom call outcomes

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. Drag and drop the call outcome to a new position within its category.

5. Click Update.

Delete a custom call outcome

Delete a custom call outcome when it is no longer needed.

To delete a custom call outcome

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. Click the trash can icon next to the call outcome.

5. Click Update.

Deleting a call outcome can affect analytics and reporting. For more information, see About call outcomes.