What the report answers
Of the calls, WhatsApp, email, web chat and SMS conversations your team handled, how many became a ticket, how many became a sales opportunity, how many were resolved first time, and how many had no outcome.
Open it
Open Reports, then Contact outcomes. Choose the period, and filter by team, agent, channel or direction if you need to.
Each row is a channel: inbound calls, outbound calls, WhatsApp, email, web chat and SMS. You only see the channels your role and your workspace include.
What the columns mean
Contacts: every call that reached an agent, and every conversation started in the period. Answered: calls picked up or connected, and conversations an agent replied to.
Led to a ticket and Led to an opportunity: the call or conversation was linked to a ticket or a sales opportunity.
Resolved on first contact: for a conversation, answered and resolved, not reopened, and no new conversation from the customer within 7 days. For a call, answered with an outcome recorded, no ticket, call-back or follow-up, and no further call or message from the same customer within 7 days.
No outcome: answered, but nothing was recorded and nothing followed.
See the calls and conversations behind a number
Select any number to see the list behind it: when, the contact, the agent and what it led to. Open a call or conversation from the list. Use the export to download the report as a CSV file.
Using it with your team
A high No outcome figure usually means wrap-up is being skipped. A low first-contact resolution on one channel is worth a look in your quality reviews.
If something does not work
If a channel is missing, your role may not include it, or your workspace does not use it. If you are still stuck, email GoDesk support at help@godesk.co.ke with your workspace name and what you see on screen.
← Back to Supervisors learning path