Use a post-call outcome when the final result is not reliably known while the call is running.
Record an outcome
Update the completed call with the Set Post-Call Outcome endpoint. The request can include:
Use stable labels such as
Sale completed or Appointment attended. Avoid creating multiple labels that mean the same thing, because each distinct label becomes a separate reporting value.
Review recorded outcomes
In the agent’s Settings, open Call Tagging. Post-Call Outcomes lists labels already recorded through the API, including when each label was first and last recorded and its total call count. This list is read-only. It is updated automatically as completed calls receive outcomes. Post-call outcomes and their numeric values can also be used in Performance filters and Data Table metrics.Updating a post-call outcome changes reporting data for that call. It does not change the flow that handled the conversation.