Logging surveys & outcomes (tags, re-queuing)

Every call ends in one of two ways: you complete the Survey (a successful conversation), or you record an outcome for calls that didn't reach a clean result. Both are captured from the in-call console.

Completing the Survey

When you reach the Contact and work through the call:

1. Fill in the Survey (Form) in the right pane as you talk.
2. Click the submit button at the foot of the Survey to save the responses. Its label is set on the Form, so it reads Complete survey on some surveys and Submit on others.

Completing the Survey does two things:

• creates a Post on the Contact summarising the call, and
• updates any Contact details the Survey is linked to (survey-driven field updates).

Logging an outcome

For calls that don't end in a completed survey, use the Call didn't connect? controls at the bottom of the Survey pane. Two outcomes are quick buttons:

• No answer — the call wasn't answered.
• Left voicemail — you reached voicemail and left a message.

Open the More dropdown for the rest:

• Wrong number — the number isn't the Contact's.
• Abusive caller — flag a hostile or abusive interaction.
• Schedule callback — the Contact asked to be called back later.

To move past a Contact without recording an outcome, use Skip Call at the top-right of the console.

How outcomes behave

• Outcomes are stored against the Contact within that specific call list — they are list-scoped, not global to the Contact.
• The counts of each outcome roll up into the per-list stats on the Calls landing page (Call Back, Voicemail, No Answer, Total Calls).
• Within the console you can focus on a single outcome type using the Remaining dropdown (Voicemail / Call backs / No answer / Remaining).

Re-queuing outcomes

Because outcomes are stored per list, you can turn them into focused follow-up queues:

1. Go to the Calls landing page.
2. Open the list's actions menu (the three-dot / Settings button on the row).
3. Generate a follow-up queue — Voicemail list, Not answered or Callback later list — then work that new queue.

This lets you retry just the No answer Contacts, follow up everyone you Left voicemail for, or chase the Schedule callback group, without re-dialling Contacts you've already completed.

Full detail: Building follow-up queues (voicemail / no-answer / call-later) (Document ID: 114).