Result codes
A result (the industry word is disposition) is the short code saved on a person’s journey when a call ends. It says how it went and decides what happens to the person next. Every company gets the twelve codes below the first time it is used. A company can add codes, rename them and remove them in Setup (see team and roles). A code is up to 12 letters, numbers or underscores.
The seeded codes
Section titled “The seeded codes”| Code | Name | Shown as (category) | Final | What it does to the person |
|---|---|---|---|---|
XFER |
Transferred | To your team | No | Changes nothing about the person. Records that the call was handed over. |
SALE |
Sale | Sale | Yes | The person is completed. The journey closes as completed. |
CB |
Callback | Call back | No | The person waits for a callback. One is created if none exists, so nobody is stranded. |
DNC |
Do not call | Asked to stop | Yes | The person is marked do-not-call and any callbacks are cancelled. The number is sent to the do-not-call list. Never reversed. |
NI |
Not interested | Not interested | Yes | The person is completed. The journey closes as lost. |
NQ |
Not qualified | Not a fit | Yes | The person is completed. The journey closes as lost. |
NA |
No answer | No answer | No | Back in line to be called again after the retry delay. |
B |
Busy | Busy | No | Back in line after the retry delay. |
AM |
Answering machine | Answering machine | No | Back in line after the retry delay. |
WN |
Wrong number | Wrong number | Yes | The person is completed. The journey closes as lost. |
HU |
Hung up | Other | No | Back in line after the retry delay. |
FAIL |
Call failed | Call failed | No | Back in line after the retry delay. |
What “final” means
Section titled “What “final” means”A final result ends the story. The person is completed (or marked do-not-call) and is not called again by this campaign. The journey closes: SALE closes it as completed, any other final result as lost.
A non-final result puts the person back in line. They are called again after a delay, unless they have used all their attempts (3 by default), in which case they are marked exhausted.
The retry delays
Section titled “The retry delays”Unless a code sets its own recycle time (none of the seeded ones do), the campaign’s delays apply:
| Results | Delay |
|---|---|
NA |
240 minutes |
B |
30 minutes |
AM |
480 minutes |
HU, FAIL |
1,440 minutes (a day) |
All four are campaign settings, each between 0 and 43,200 minutes. See calling hours and retries.
Who sets each code
Section titled “Who sets each code”| Code | Set by |
|---|---|
XFER |
The system, when a hand-over to a person or an outside party is bridged. Once per hand-over. If a company removed the code, the hand-over still happens. |
SALE |
An agent. A reported outcome with an enrolment also counts as a sale in reports. |
CB |
The bot, when the caller asks for a callback, or an agent. |
DNC |
The bot, when the caller asks to stop, or an agent. |
NI |
The bot (also when the caller refuses recording), or an agent. |
NQ |
The bot, when the caller fails a qualifying question, or an agent. |
NA |
The bot, when nobody spoke, or an agent. |
AM |
The bot, when it hears an answering machine, or an agent. |
WN |
The bot or an agent. |
HU |
The bot, when the caller hung up or asked for something it does not handle. The system, when an agent’s wrap-up runs out (120 seconds) with no result saved. |
B, FAIL |
An agent, or an API call. No service files these on its own today. |
An agent can choose any code at the desk. See saving a result.
A stop request is always a stop
Section titled “A stop request is always a stop”If a callback is asked for with a reason like “stop” or “opt out”, or a note like “stop calling” or “take me off”, no callback is made. The person is treated as DNC. The phrase list is deliberately broad and needs counsel’s review. A stop hidden in the note of another code, for example NI, is not converted.
Do-not-call reaches compliance in the same step. If compliance is down, the number waits and is retried until accepted, and the result is never refused.