Databases Reference
In-Depth Information
Call Outcome Dimension
When handling incoming calls, the purpose and type of call are tracked. The
sales, finance, and call center groups each categorize these calls differently.
Each of these groupings is shown in Figure 7-9.
Customer
Support Call
Category
Call Outcome
Financial
Category
Call Outcome
Sales
Category
Call Outcome
Group
Call Outcome
Name
Call Outcome
Figure 7-9
Call Center Call Outcome dimension
The data definitions for the Call Center Call Outcome dimension are
included in Table 7-7.
Table 7-7
Call Center Call Outcome Dimension Attribute Definitions
ATTRIBUTE NAME
DEFINITION
SAMPLE VALUES
Call Outcome
A unique identifier for each
possible result of a phone call
3900, 3901
Call Outcome Name
The label for each of the call
outcomes, which describes the
purpose of the call
Logged Complaint,
Customer Question,
Answered Prospect's
Question, Placed Order
Call Outcome
Financial Category
A grouping of call outcomes
used by the financial group
Revenue Generation,
Sales Support, Customer
Service
Call Outcome Group
A collection of detailed call
outcomes
Customer Complaints,
Order Related, Prospect
Activity
Customer Support
Call Category
A grouping of call outcomes
used by the call center
management
Order Handling,
Information Distribution,
Problem Handling
Call Outcome Sales
Category
A grouping of call outcomes
used by the sales department
Customer, Prospects
