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Call Reason and Outcome

Call Reason identifies why the customer contacted you. Call Outcome identifies what happened as a result (resolved, follow-up required, escalated, etc.).

These fields are foundational for CX reporting and operational triage.

  • Call Reason: dropdown taxonomy (primary reason)
  • Call Outcome: dropdown taxonomy (resolved / unresolved / follow-up / escalated / unknown)
  • Optional: explanation fields (or built-in explanations)

Configuration overview

  1. Define your reason taxonomy (start with 10–20 reasons)
  2. Define your outcome taxonomy (5–8 outcomes)
  3. Create Custom Fields (dropdown)
  4. Enable the prebuilt AI Task or create a tenant task
  5. Validate and roll out dashboards + saved searches

Prompt recommendations

  • Provide allowed labels
  • Require evidence-based classification
  • Include explanation
  • Use Unknown when unclear

MiaRec may provide default reason/outcome taxonomies as a starting point. You can customize these by updating the dropdown options in your Custom Fields to match your business terminology. Start with a manageable set (10–20 reasons, 5–8 outcomes) and refine based on actual usage.