Using Call Result Categories in Readymode

Modified on Fri, Dec 5 at 12:18 PM

Looking for a quick way to organize your Call Results? Try Categories!

Using Call Result Categories

Call Result Categories are a handy way to group multiple Call Results together.

Creating Categories
Configuring Categories
Adding Call Results to Categories

In the example below, we've grouped multiple "Appointment" Call Results under a single "Appointments" Category.

An animation showing the Readymode call result screen as the cursor opens the “Appointments Category” to reveal its grouped Call Results.

Creating Categories

You can either create a new Category from scratch, or convert an existing Call Result into a Category.

Create a New Category
Convert a Call Result into a Category

Create a New Category

To create a new Category, navigate to Call Results and click the New result category link.

The Configure Call Result Buttons screen in Readymode, highlighting the “New result category” option with a green plus icon.

You'll see a popup appear to enable you to enter a name in the Category Name field (1). Click the OK button (2) to continue.

A Readymode popup prompting the user to enter a category name. An empty text field is highlighted with a red “1,” and the blue “OK” button is highlighted with a red “2.” A Cancel button appears beside it.

You'll see your new Category appear in the Active Call Results section.

The Active Call Results screen in Readymode showing various call result buttons. A “New Category” button is highlighted in red.

Convert a Call Result into a Category

To convert an existing Call Result into a Category, open the Call Result to access Configuration Options and click on the Category drop-down menu (1). Select Make this a category (2) from the menu and click the Save Changes button (3).

A Call Result editing window in Readymode. The Category dropdown is highlighted with a red “1,” showing the option “Make this a category,” which is selected and labeled with a red “2.” The “Save Changes” button in the top-right is highlighted with a red “3.”

You'll now see your converted Category under the Active Call Results section.

The Active Call Results screen in Readymode showing several call result buttons. The “New Name” call result is highlighted in red to indicate it is now a Category.

Configuring Categories

When you open a Category, you'll see the Call Result that represents the Category. Click on the Call Result to access Configuration Options.

Quick Tip: Default Rule can be used to modify the functionality of Call Result Categories. If a Default Rule is set for a Category, the Category will function as a Call Result and can be used to disposition a Lead. If no Default Rule is set, the Category cannot be used to disposition a call, and the Agent will need to select one of the Call Results inside the Category instead.

The Edit Category screen in Readymode showing the newly created “New Category,” highlighted in red, with an option to add a new call result code.

Adding Call Results to Categories

Once you create Categories, you can group Call Results under them using one of the following methods:

Create a Call Result within a Category
Assign a Call Result to a Category

Create a Call Result within a Category

To create Call Results within a Category, click on the Category to open it and select the New call result code link.

The Edit Category screen in Readymode for “Appointments Category.” The “New call result code” option is highlighted in red above a list of appointment call results within the category.

Set up your Call Result using the Configuration Options (1). When you're done, click the Save Changes button (2).

The Edit Call Result screen in Readymode showing configuration options for a new call result named “Appointment 5.” The main configuration panel is outlined and labeled with a red “1.” The “Save Changes” button in the top-right corner is highlighted with a red “2.”

You'll now see your new Call Result appear within the Category.

The Edit Category screen in Readymode for “Appointments Category,” showing multiple appointment call results. The newly added “Appointment 5” appears at the bottom and is highlighted in red.

Assign a Call Result to a Category

To assign a Call Result to a Category, open the Call Result to access Configuration Options and click on the Category drop-down menu (1). Select the desired Category (2) from the menu and click the Save Changes button (3).

The Edit Call Result screen in Readymode for “Appointments 6.” The Category dropdown is highlighted with a red “1,” and the option “Appointments Category” is selected and labeled with a red “2.” The “Save Changes” button in the upper right is highlighted with a red “3.”

You'll now see your Call Result appearing under the selected Category:

The Edit Category screen in Readymode for “Appointments Category,” displaying a list of appointment call results. The newly added “Appointments 6” appears in the list and is highlighted in red.