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An outcome is one thing you want to know after every call — did they book, what were they calling about, do we need to ring them back. The assistant fills it in when the call ends, and it becomes a field you can filter and chart. Outcomes are how a thousand calls turn into a number instead of a thousand transcripts.

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Creating one

The description does the work. Be explicit about the edge case:
For a fixed set of options, list the ones you want to count. Keep them few and clearly different — “resolved”, “needs callback”, “wrong number” rather than nine shades of partly.

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Switching one on and off

Assigning an outcome to an assistant is the on switch. An outcome with no assistants is never recorded.
Each outcome you assign adds a little work after every one of that assistant’s calls, and it’s billed. Record what you’ll act on, not everything you can think of.

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Seeing the results

Outcomes show on each call, and they’re filterable in the calls list. The better view is Analytics: chart calls grouped by an outcome and you get the breakdown directly.
Outcomes charted

Outcomes charted on a dashboard.

They’re also in the call.completed webhook, so you can push them to your own systems as each call ends.

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Renaming

You can rename an outcome whenever you like, and the name updates everywhere it’s displayed. What doesn’t change is the key your existing data is stored under — which is what keeps old calls readable and your saved filters working.