# Outcomes on incoming calls

> Choose what your agent should learn from people who call a number, then see their answers added up on that number's outcome dashboard.

Source: https://docs.amomic.in/console/call-outcomes

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Every call to your number is already read after it ends. The **Call outcome** card on [the call's page](/console/calls#the-call-outcome-card) says how it ended, sums it up and suggests a next step. The **Outcomes** tab on a phone number goes further. You choose a few things to learn from callers, such as why they called, whether it was sorted out, or what they're looking for. The agent works those into the conversation, and the answers are added up for that number.

For the same thing on calls you place, see [Call outcomes and the outcome dashboard](/campaigns/outcomes) for campaigns and [Call outcomes](/api/call-outcomes) for the API.

## Before you start

- A phone number with an agent on it. See [Get a phone number](/channels/phone-numbers) and [Manage a number](/channels/phone-workspace).
- An **admin** or **owner** role. **Channels** is in the sidebar for admins and owners only, and a member who opens the phone page from a link sees *We couldn't load your numbers*, so members can't reach the questions or the dashboard. Members still see each call's answers under **What we learned** on [Calls](/console/calls#the-call-outcome-card).

## Choose what to learn from callers

:::steps

:::step Open the number's Outcomes tab
Go to **Channels → Phone / Voice**, pick the number, and open **Outcomes**. Under **What to learn from callers**, choose **Add questions**, or **Edit** once it has some.
:::

:::step Start from a template, or from blank
**Start from** offers three forms made for callers: **Why people call** (reason, sorted, follow-up), **Capture leads** (interest, need, budget) and **Service quality** (rating, sorted, what to fix). Pick one and change anything in it.
:::

:::step Write the goal
**The goal of these calls** is one sentence, such as *Understand why people call and whether we sorted it out.* The agent reads it to know what the questions are for.
:::

:::step Add what to capture
Under **What to capture**, choose **Add something to capture** for each thing to find out, up to 12. Give it a **Name** and a **Kind of answer** (see the table below). Drag the handle to reorder. Three is plenty for a call someone else started.
:::

:::step Say what counts as a success
Under **What counts as a success**, pick **When** *a question* **is** *an answer*, for example **Sorted on the call** is **Yes**. It becomes the headline number on the dashboard. With **No success rule**, the headline is how many calls were completed. Only yes/no, list and rating questions can be the rule.
:::

:::step Save
Choose **Save**. *Saved. The agent starts asking from the next call.* **Discard** throws away unsaved changes; **Remove all questions** clears the form (then save).
:::

:::

The **Dashboard preview** on the right shows the charts your questions will make, filled with **Example answers** so you can judge the layout before any real call.

![The Outcomes editor on a phone number: What should each call tell you?, the Start from templates Why people call, Capture leads and Service quality, the goal, three questions to capture with Reason for calling marked Important, and a dashboard preview with example answers](https://docs.amomic.in/screens/voice/phone-outcomes-editor.light.webp)

*Start from a template, write the goal and the questions; the preview shows the charts they will make.*

### Each question

Open a question to edit it:

| Setting | What it does |
|---|---|
| **Name** | What the question is called on the dashboard and on each call, such as *Reason for calling*. Make it plain; the agent reads it too. |
| **Kind of answer** | **Yes / No**, **One of a list**, **Several of a list**, **Number**, **Rating 1–5**, **Date** or **Short answer**. |
| **Options** | For list kinds: the answers to choose from, up to 12. Press Enter to add the next one. |
| Hint | Optional: anything the agent should know when filling it in, such as *Yes only if they clearly agreed* or *The day they chose, not today's date*. |
| **Important** | *A call isn't "completed" without it.* Mark the few that matter most. |
| **On the dashboard** | How it is charted: **Best fit**, **Bars**, **Ring**, **Big number**, **List**, or **Hide on dashboard**. A hidden question is still asked and still kept on each call; it shows **Not charted**. |

### What changes when you save

The questions belong to the number, not the agent: putting a different agent on the number keeps them. Saving takes effect from the next call; a call already in progress keeps the questions it started with. Calls already finished keep the answers they were read against.

## What callers hear

The caller comes first. The agent deals with what they rang about, and only then, where it fits naturally, asks your questions: one at a time, in its own words, never as a survey. It skips anything the caller has already said, and lets a question go if the caller is in a hurry or doesn't want to answer.

So not every call answers every question, and that's expected. A caller who rang to check an order and hung up as soon as they had the answer is a call that went well. The dashboard counts what was said.

## How a call is read

When the call ends, the conversation is read against the questions, usually within a minute, exactly as for [campaign calls](/campaigns/outcomes#how-a-call-is-read):

- **Only what the caller said counts.** Nothing is guessed.
- **A call cut short keeps what it got**, and shows as **Partly done**.
- **Completed** means the caller's reason for calling was dealt with and the important questions were answered.

The result is on the call's **Call outcome** card under **What we learned**, with **Not answered** against anything the caller didn't say.

## The number's dashboard

Below the questions, **Outcomes** shows what callers said over the **Last 7 days**, **Last 30 days** or **Last 90 days**. It refreshes every couple of minutes while open (**Updating as calls finish**).

![A phone number's Outcomes dashboard for the last 30 days: a 64% success rate (Sorted on the call = Yes, 731 of 1,147 calls), 742 completed, 196 partly done, 1,147 calls, 84% of answers captured, the From call to result funnel and How the calls ended](https://docs.amomic.in/screens/voice/phone-outcomes-dashboard.light.webp)

*One number over the last 30 days: 731 of 1,147 calls were sorted on the call.*

| Part | What it shows |
|---|---|
| **Success rate** | The share of calls that met your success rule, with **Success** and **Not a success** counts. Without a rule, how many calls got everything done. |
| **Completed**, **Partly done** | Calls that covered everything, and calls that ended partway with what was said kept. |
| **Calls** | Calls read in the period. |
| **Answers captured** | How many of your questions a call answered, on average. |
| **From call to result** | Calls, then those that gave answers, were completed, and counted as a success. |
| **How the calls ended** | Each ending with its count and share. Pick one to filter the answers below. |
| One chart per question | In your order, drawn the way **On the dashboard** says. |
| **Answers, call by call** | Each caller's number, when they called, their answers and the summary, with a link to the call. **Show more** loads the rest. |

Charts follow the number's current questions. If you remove a question, its earlier answers stay on each call's page but leave the charts. Calls from before calls were read for outcomes are not counted at all.

If some calls haven't been read yet, a note says how many; most are retried automatically within a few minutes, and admins can choose **Read them now**.

**Export** offers **Report (PDF)** of the dashboard and, for admins, **Spreadsheet (CSV)** with every call and every answer for the period. The dashboard counts up to 5,000 calls per period. On a very busy number or workspace, a long period may hold only the newest calls; the dashboard says so, and a shorter period shows them all.

## Getting the answers into your own systems

Each call's answers arrive on the [`call.outcome`](/webhooks/events#call-outcome) webhook with `direction: "inbound"`, and on [`GET /calls/{call_id}`](/api/calls) as `result`. See [Call outcomes](/api/call-outcomes#reading-the-result). **Get answers over the API** in the editor links there too.

## Troubleshooting

| What you see | What to do |
|---|---|
| **Choose an agent first** | The number has no agent. Put one on it under **Agent & voice**. |
| **Save** stays greyed out | You need an admin role, or there's nothing changed, or a question has a problem (it's outlined in red: usually a missing name or options). |
| *Couldn't save. Nothing changed.* | Try again. Your edits are still in the form. |
| The agent never asks a question | Callers are hanging up once they have what they need, which is fine. If you need the answer from everyone, mark it **Important** and keep the list short. |
| A question is always empty | Make the name clearer or add a hint. A rating is asked as a number from 1 to 5; "it was good" can't be counted as one. |
| Answers you removed are missing from the charts | Charts follow the current questions. The answers are still on each call's page. |
| Calls show as **Not read yet** | They're retried automatically every few minutes. Admins can choose **Read them now**, and anyone can choose **Read this call** on a single call. |
| The dashboard says it's showing only the newest calls | Choose a shorter period. |

## Related

::: cards

::: card Calls
[Every call](/console/calls), its transcript, outcome and call-backs.
:::

::: card Campaign outcomes
[The Outcome step](/campaigns/outcomes) for calls you place in a batch.
:::

::: card Call outcomes over the API
[Read results in code](/api/call-outcomes) and receive `call.outcome`.
:::

:::