Call Outcomes Config

Customize the labels and behaviors used to categorize call results so they match your team's workflow.

Overview

Every call in Volume Reach ends with an outcome — a classification that describes what happened. By default, Volume Reach uses a standard set of outcome categories such as Connected, Voicemail, No Answer, and Busy. The Call Outcomes Config page lets you tailor these labels and the behaviors associated with them to fit how your team operates.

Accurate outcome tracking makes your reporting more meaningful and helps your AI agents make smarter decisions about when and how to follow up with a contact.

How It Works

Navigate to Settings > Call Outcomes to view and customize your outcome configuration.

Standard Outcomes

Volume Reach tracks several outcome types out of the box:

• Connected — The call was answered and a conversation took place.
• Voicemail — The call reached a voicemail box. A voicemail drop may have been left depending on your campaign settings.
• Ring No Answer — The call rang but was not answered and no voicemail was detected.
• Busy — The line was busy when the call was placed.
• Call Screener — An automated screening service (such as a virtual assistant or call screening app) answered instead of a human.
• Failed — The call could not be connected due to a technical or network issue.

Customizing Outcome Labels

You can rename outcome labels to match the terminology your team uses. For example, if your team refers to "Ring No Answer" as "No Contact," you can update the label accordingly. The underlying system behavior remains the same — only the display name changes.

To rename an outcome label:

1. Go to Settings > Call Outcomes.
2. Find the outcome you want to rename.
3. Click the edit icon next to the label.
4. Enter your preferred name and save.

Outcome Behaviors

Some outcomes control how the dialer handles a contact after the call ends. For example, you can configure whether a contact who reaches voicemail should be retried later or removed from the queue. These behaviors can be adjusted to match your campaign strategy.

Review each outcome's behavior settings to ensure they align with your follow-up workflow.

Tips & Best Practices

• Keep outcome labels consistent across your team. If multiple people review call reports, using familiar terminology reduces confusion and speeds up analysis.
• Review outcome behaviors before launching a campaign. Misconfigured retry logic can result in calling the same contact too many times or not enough.
• Use outcome data to refine your scripts. High rates of voicemail or no-answer outcomes may indicate you are calling at the wrong time of day. Connected call outcomes with low conversion may point to a scripting issue.
• Do not over-retry contacts. Setting too many retry attempts for no-answer outcomes can lead to contacts flagging your number as spam. A sensible retry limit protects your caller ID reputation.