How to add nested outcomes to a Contact Outcome collection

Introduction

This article describes the processes for adding nested contact outcomes to a Contact Outcomes collection in the global settings section of the Premier Contact Point administration module.

Background

Where a Contact Outcomes collection contains a lot of dispositions it can be beneficial to nest dispositions into categories making it easier for agents to locate the correct contact outcome.

For more information on creating a Contact Outcome collection and assigning it to a queue, see the related article.

Adding a Nested heading to the Contact Outcomes Collection

Once a contact outcomes collection has been created, Nested headings can be added to the collection.. Any entry marked as a Nested heading can be used to categorise dispositions.

1. Enter ‘Sales’ in the Name field.
2. Click the ‘Nested heading’ tick-box, then click Save. (this will allow the name Sales to be used as a heading for other dispositions)
   
3. Repeat for additional Nested headings that are required.

Adding a Contact Outcome that appears under the Sales heading

1. Enter ‘New Sale‘ in the Name field, set the Outcome type and the drop-down menu to select which heading the disposition appears under, then click Save.
   
2. Repeat for additional required Headings or Disposition Outcomes by repeating Step 4 to Step 6

Add more entries as required, if multiple entries are required use the Save & Add Another option on the pop-up window to save time.