# Call outcomes and the outcome dashboard

> Choose what each call in a batch should bring back, then follow the answers live on the campaign's outcome dashboard and export them as a report or spreadsheet.

Source: https://docs.amomic.in/campaigns/outcomes

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A call batch is only as useful as what you learn from it. The **Outcome** step lets you say what each call should bring back: interest, a budget, a confirmed time. After every call, the conversation is read and the answers are filled in. They're added up on the campaign's **Outcomes** tab while the batch is still running.

This page covers the console. To do the same from code, see [Call outcomes](/api/call-outcomes) in the API reference.

## Before you start

- A call batch in progress or a new one. See [Campaigns](/campaigns/overview).
- Any role that can create campaigns can design the Outcome step. Exporting the spreadsheet and pressing **Read them now** need an admin.

## Design what each call brings back

**Outcome** is the fourth step of a new call batch, after **Message** and before **Review & send**.

:::steps

:::step Start from a template, or from blank
**Start from** offers five ready-made forms: **Qualify leads**, **Confirm appointments**, **Collect feedback**, **Payment reminders** and **Share information**. Pick one and edit it; everything in it can be changed.
:::

:::step Write the goal
**The goal of these calls** is one sentence, such as *Find out who wants a demo this month.* The agent works towards it, and every call is judged against it (`goal met`: yes, no or unclear).
:::

:::step Add the questions
Each field is one thing to find out. Give it a name, choose a **Kind of answer**, and optionally a hint:

| Kind of answer | Use it for |
|---|---|
| Yes / No | Interested? Confirmed? Paid? |
| One of a list | Plan, branch, reason: pick one |
| Several of a list | Products they use, every reason given |
| Number | Budget, quantity, team size |
| Rating 1–5 | How satisfied, how likely |
| Date | Visit date, follow-up day |
| Short answer | Anything in their own words |

Mark the answers that matter most as **Important**: a call isn't "completed" without them. Drag fields to change the order the agent covers them in. A batch can have up to 12 fields; three to five make a good call.
:::

:::step Say what counts as a success
**What counts as a success** picks one Yes / No, list or rating field and the answer that is a win, for example *Interested = Yes*. It drives the success rate at the top of the dashboard. Leave it on **No success rule** if there isn't one.
:::

:::step Decide on call-backs
Turn on **Call back when a call ends halfway** and anyone whose call dropped with answers still missing is called back once. The second call knows what they already said and picks up from there.
:::

:::

The **Dashboard preview** beside the form shows how your charts will look, filled with example answers, as you build.

![The Outcome step: Start from templates, the goal, five fields to capture, a success rule, the call-back switch and the dashboard preview](https://docs.amomic.in/screens/campaigns/new-outcome.light.webp)

*The Outcome step, started from Qualify leads.*

::: tip The agent doesn't read your form out
Your fields are added to the agent's brief as things to find out. It asks naturally, one at a time, skips what the person has already said, and moves on if they don't want to answer.
:::

## How a call is read

When a call ends, its transcript is read against your form, usually within a minute.

- **Only what was said counts.** A field is filled from what the person said or clearly agreed to. Anything they didn't say stays empty. Nothing is guessed.
- **A dropped call keeps what it got.** Three answers before the line dropped are three answers on the dashboard, and the call shows as **Partly done**.
- **Several calls make one record.** If a person is called twice, say because the first call dropped and a call-back finished it, their answers are merged into one row. A later call that reached nobody never replaces what an earlier call learned.

Every call ends up in one of these groups:

| Shown as | Meaning |
|---|---|
| Completed | Everything the call was for got done. |
| Partly done | Ended before the end. What was said is kept. |
| Asked to call back | They want another time. |
| Not interested | They declined. |
| Wrong person | Someone else answered. |
| Hung up early | Ended before anything was said. |
| No conversation | Connected, but nobody spoke. |
| Didn't pick up | Rang out on every attempt. |
| Not read yet | Picked up; its answers are still being read. |

## The outcome dashboard

A call batch's page opens on the **Outcomes** tab. It refreshes on its own while calls are being made.

![The Outcomes tab of AMC Renewals — October: a 48% success rate, 498 completed, 129 partly done, 863 picked up](https://docs.amomic.in/screens/campaigns/outcome-dashboard.light.webp)

*AMC Renewals — October: 412 of the 863 people who picked up want to renew.*

- **The headline:** your success rate (or the completion rate when there's no success rule), out of the people who picked up, plus counts for **Completed**, **Partly done**, **Picked up** and **Answers captured**.
- **From list to result:** the funnel from the audience to the people who gave answers and the successes.
- **How the calls ended:** the groups above. Pick one to filter the answers below it.
- **One chart per field:** yes/no splits, the most common choices, number ranges and averages, ratings, dates and the latest short answers. In the Outcome step, **On the dashboard** sets each field's chart: **Best fit**, **Bars**, **Ring**, **Big number** or **List**, depending on the kind of answer. **Hide on dashboard** keeps the answers but draws no chart; the field is marked **Not charted**.
- **Answers, person by person:** every person and every answer, with a link to each call.

![Per-field charts: Wants to renew, Plan chosen, First service visit, Why not renewing and Anything else they mentioned, above Answers, person by person](https://docs.amomic.in/screens/campaigns/outcome-charts.light.webp)

*One chart per field, then every answer.*

If some calls show as **Not read yet** for more than a few minutes, an admin can press **Read them now**.

## Exporting

**Export** on the dashboard offers two formats:

- **Report (PDF)** prints this dashboard, ready to share.
- **Spreadsheet (CSV)** has every person and every answer in one file, including people not called yet. Admins only, and each export is recorded on the campaign's history.

## One call's outcome

Every call's page in **Calls** has a **Call outcome** card: what happened, the summary, what we learned, and the suggested next step. This applies to inbound calls and calls outside campaigns too. To ask the people who call a number your own questions, see [Outcomes on incoming calls](/console/call-outcomes). If a reading looks wrong, press **Re-read**; if it never arrived, the card offers **Read this call** instead.

## Troubleshooting

| What you see | What to do |
|---|---|
| A field is always empty | The agent may not be asking for it, or people aren't saying it. Check a few calls in **Calls**. Make the name clearer, add a hint, or drag it higher so it's asked earlier in the call. |
| Many calls are Partly done | Calls are ending before the questions are covered. Use fewer fields, put the important ones first, and turn on **Call back when a call ends halfway**. |
| The headline shows the completion rate, not a success rate | There is no success rule. Add one under **What counts as a success**. |
| Calls stay Not read yet | They're retried automatically every few minutes. If they stay, an admin can press **Read them now**. |
| Answers you expected aren't there | Only what the person said is recorded. Open the call and read the transcript to see what was actually said. |

## Related

::: cards

::: card Call outcomes over the API
[Send a capture](/api/call-outcomes) with a single call or a campaign, and read the results in code.
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::: card Call scripts and variables
[Write the call](/campaigns/call-scripts) the agent follows, with each person's details.
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::: card Calls
[Every call](/console/calls), its transcript, and call-backs.
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