How to search all calls excluding ones with a specific outcome

2016-06-03
Let's say you want to see all calls that aren't marked with outcome 'sales'.

Outcome codes are evaluated as regular expressions so all you have to do is to define a new outcome code ("Edit call outcomes" page):
Status code: ^(?!.*sale).*$
Description: Not sale

In this way, running a custom report filtering the calls by the "Not sale" outcome you will exclude all the calls with "Sale" outcome.

All you have to do now is to set a security key to this new outcome so that it won't be visible to your agents.

Permalink - Back to FAQs

QueueMetrics Training