How do I configure Customer Experience outcomes?
Overview
Customer Experience (CX) outcomes are used to classify the results of CX case evaluations. You can create and manage these outcomes from Quality Settings.
Note: This feature requires the Customer Experience feature to be enabled for your organisation.
Getting there
Go to Settings > Quality Settings > click the CX Outcomes tab
From here, you can see a list of your current CX outcomes.
Creating a new CX outcome
Click New outcome
Complete all fields in the Create a new case outcome modal:
Name: The title for this outcome
Description: When this outcome should be used
Colour: A visual indicator
Click Save changes
Your new outcome will appear in the list.
Managing CX outcomes
Edit: Click the menu icon next to an outcome and select Edit to update its details
Activate/Deactivate: Toggle the status pill to control whether an outcome is available for selection
Delete: Remove outcomes that are no longer needed (outcomes used on closed cases cannot be deleted)
How CX outcomes are used
CX outcomes are assigned when closing a CX case. After all contacts within a case have been evaluated, the facilitator assigns a case outcome to summarise the overall customer experience. These outcomes appear in CX reports and help track customer journey quality over time.
Important notes
CX outcomes are separate from quality evaluation outcomes -- they apply specifically to CX cases
To configure CX labels (customer experience types), go to Settings > Quality Settings > Labels and select the CX labels option