Hello,
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 check the actual results from Service Outcomes by using Insights
Permissions Required:
| Roles | Queue Views |
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In order to accomplish this, please follow these steps:
1. Open the Insights report that you would like to add the Service Outcomes results or Create a new Insights report.
2. Click on the Available fields section from the left menu.
3. Click on the Search field, and look for: Service Outcomes and Service Outcome Class. You will need to add both of these fields.
4. Once you select the fields click Apply.
5. Now Run the Insights Report.
6. Results will show in two columns: Service Outcome which defines the actual agent's selection from service with the customer, and Service Outcome Class which defines the actual category (class).
If you still have any questions, please feel free to get in touch with our Qtrac Help Desk.
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