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Defining the call duration goal

Updated on March 25, 2020

The DetermineCallDurationGoal decision table can include information such as customer lifetime value, and last NPS score to set the value of the call duration goal.

  1. In the navigation pane of Dev Studio, click RecordsDecisionDecision Table.
  2. In the Purpose field, click the filter icon and enter DetermineCallDurationGoal.
  3. Click Apply.
  4. In the results list, click the instance of DetermineCallDurationGoal in the latest ruleset.
  5. In the decision table, review the value in the Conditions column to determine which properties will be used to set the call duration value.
  6. Click the Results tab.
  7. In the Results section, expand Additional Allowed Results to determine if you need to add any entries need to the allowed results.

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