Set up custom call outcomes

Note: Working with Gong Engage requires an Engage seat.

Who's this for? Tech admins

Call outcomes allow your team members to log the result of each call to help them better handle follow-up conversations and provide managers with call analytics. Admins can create custom call outcomes on top of the outcomes Gong provides to fit your unique business needs. Customizing your company’s call outcomes can also enhance the accuracy of your analytics, particularly connect rates, by ensuring the data reflects your team’s actual activities.

Note

Custom call outcomes are currently supported for Salesforce only. Call outcomes are not yet available on the mobile app experience.

Manage your team’s call outcomes

To manage your team’s call outcomes, go to your Company settings. Under the Engage category, go to Engage dialer and open the Call outcomes tab.

Call outcomes are broken down into “No answer” and “Answered” categories. You can reorder outcomes within each category.

Add a new call outcome

To add a new call outcome:

1. Click + Add new outcome

2. Choose whether you want to add a new outcome under the “No answer” or “Answered” category

3. Give the call outcome a name

4. Select the connected status. “Not connected” means when a rep selects this call outcome, the call is considered “not connected” in analytics. “Connected” means when a rep selects this call outcome, the call is considered “connected” in analytics. Learn more about how we calculate these metrics in Engage Analytics

5. Select the sentiment (positive, negative, neutral). Sentiment categories are used in analytics to get an overview of someone’s dialer call performance. You can see the percentage of calls that were marked as positive, negative, or neutral, and drill down to see which outcomes were selected.

6. Select the default to-do action. The to-do action represents the action available to reps when this call outcome is selected

   1. “Complete” allows the rep to complete the to-do once they select this call outcome

   2. “Complete and remove” allows the rep to complete the to-do and remove the person from the flow once they select this call outcome. For flow to-dos, both options are available. For to-dos that are not related to a flow, “Complete” is the only available option

7. Select the automation that happens when this call outcome is selected.

   1. Currently, the only automation option is “Mark as do not contact”. When selected, the person is automatically marked as do not contact when this call outcome is selected

8. Once you’ve added custom outcomes, click Update at the bottom right corner of the page to save your changes.

Adding a new call outcome has no impact on past analytics data.

Delete a call outcome

To delete a call outcome:

1. Click on the trash can next to the call outcome you want to delete

2. Once deleted, click Update at the bottom right corner of the page to save your changes.

How are deleted outcomes handled in analytics?

In team analytics (Performance tab): Deleted outcomes are treated as "not connected" in analytics, which can cause the connect rate to appear lower historically. Deleted outcomes are also not part of any “connected” metrics (connected calls, connect rate, average call duration, and manual connected call outcomes, which can affect those metrics historically as well.

Deleted outcomes will appear in dialer calls and outbound call drill-downs but will be shown in gray.

In flow analytics: Since we do not update this data retroactively, deleted outcomes are kept and reflected in these metrics. Any deleted outcomes still appear in “connected” metrics depending on the selected timeframe.

Editing a call outcome

Once you’ve created a custom call outcome, you can only edit the connect status, sentiment, to-do action, and automation. The call outcome name itself cannot be changed to maintain consistency and avoid confusion in analytics.

Recommendations

Use cases: The default set of outcomes is designed based on best practices. However, teams with unique workflows, such as those involving Account Executives or Account Management, may benefit from customizing your call outcomes.

Avoid frequent changes: Frequent modifications to call outcomes can disrupt analytics. Changes should be made cautiously, with consideration of the downstream impact on reporting and data integrity.

Change management: If you update call outcomes, it’s important to communicate these changes to your team. Ensure that team members understand the new outcomes, their intended use, and their impact on analytics. This is crucial for maintaining accurate data for revenue operations and sales leadership.

Custom call outcomes FAQs