How to create Service Outcomes? How to create Service Outcomes?

How to create Service Outcomes?

Alek Alek


Thank you for visiting our Qtrac Knowledge Base library. We hope the below article will assist you.

Based on your search inquiry, it looks like you are trying to create Service Outcomes.

Permissions Required:

Roles Queue Views
  • Supervisor or higher Management
  • Access to Workflow required
  • N/A

In order to accomplish this, please follow these steps:

1. From the top right corner select Manage

2. Now select Workflows from the left page menu, or from the Workflows icon at the middle of your page.

3. Hover the mouse over the 3 dots icon and menu will pop-up. Click Edit

4. On the left menu you will see under SERVICE OFFERINGS , an option for Service Outcomes . Click on it

5. Click Add Service Outcome from the top right section of the page.

6.  Define the Outcome Set Name. Example: Test Outcome Name - Customer reaction?

7. Now you can create the actual Service Outcomes by adding them individually and select the Service Outcome Class (Positive, Neutral or Negative). Simply enter the Outcome Name, select the Service Outcome Class and click Add

hint: You can add multiple Service Outcomes from same Class if needed.

8. You can also notice that there is one small check box called Required. If this option is selected, then the Agents will have to choose some of the Service Outcomes before they fully end the Virtual Queue Ticket. If this option is not selected, Agents can finish the ticket without filling up the Service Outcome options.

9. Once finished, click Update

10. Once Service Outcomes are created you have to Publish the Workflow before assigning them to actual Services.


Click here if you are interested of How to assign Service Outcomes to specific Service.


If you still have any questions, please feel free to get in touch with our Qtrac Help Desk.