Add Outcomes for staff to capture results of customer transactions

Outcomes allow your staff to report the results of interactions with customers. The outcomes that you set here can be applied to a specific product in a queue, which are then enabled and configured within the Queue level settings.

When enabled, the option to report outcomes appear in a pop-up box after a staff member clicks ‘Finish’ on a customer interaction. The staff member then has the option to report single or multiple outcomes against that interaction.

Servers and Concierges can be prompted to report outcomes, for both appointment booking and walk-in customers.

Outcomes will be shown in the reporting dashboards, emails and in the raw data against each customer interaction. 

Creating outcomes

Outcomes need to be created by a Merchant Admin, then assigned to venues and queues before appearing as options in the Qudini interface.

Go to Merchant > Main settings > Outcomes

  1. Create an Outcome name - This is the name that will appear within the Qudini interface, both for staff and reporting purposes. 

  2. Category - Choosing either a positive, negative or other setting allows the data to be recorded as positive or negative. For example, a "No sale" outcome could be recorded as negative outcome.

  3. Is sale - Enabling this marks the outcome as a sale of a product. This shows in the raw data.

  4. Only one - Enabling this means that staff can only select that outcome once per customer interaction.

  5. Value - You can add the average value of a customer interaction of a Sale outcome. If this is enabled, Qudini will accumulate the values throughout the day. Is sale must also be enabled to allow values to be included in any reporting.

  6. Queue (optional step) - You can choose to enable each outcome for a specific queue and venue. This will apply the outcome to all products in that queue.
    If you only want to apply your outcome to a specific product in a queue, please see details below in the Applying outcomes to specific products section.

  7. Add outcome - When you have finished, ensure you press ‘Add outcome’ to finalise the settings.

  8. You can edit or remove the outcome once it has been added.

Setting outcomes at a Merchant level

Once an outcome has been created, you can assign it to existing products. This means you can assign different outcomes to different product options.

Go to Merchant > Main settings > Products

  1. Click ‘Edit’ on a product

  2. Click the dropdown in the ‘Visible Outcomes’ column

  3. Select the outcomes for that product 

  4. Click ‘Save

You can also incorporate Target outcomes or outcome reasons.

  1. Click ‘Edit’ on a product

  2. Click the dropdown in the ‘Target Outcomes’ column

  3. Select the outcome(s) that are desirable for this product. For example, outcomes that Servers should be aiming to achieve from the transaction.
    This will apply the outcomes to all queues that this product is in. To set outcomes to specific queues only, see the steps below.

  4. Click 'Set' in the 'Reasons' column. This is where you can create a list of reasons for the staff member to choose from if they did not achieve a target outcome. For example, 'Product out of stock'.

  5. You can also allow the staff member to type their own reason when a target outcome is not achieved.
    Go to Merchant > Main Settings > Outcomes 
    At the top of the page, enable ‘Allow custom reason’. 

Setting outcomes at a Queue level

Once an outcome has been created and assigned to the required products (as per the details above in the Setting outcomes at a Merchant level section), you will need to go to your queue level and configure the settings there.

Go to Merchant > select a Venue > select a Queue > Outcome Settings

  • Enable outcomes for this queue - Enabling this switches outcomes on for this queue. When this is disabled, the next 3 switches will be hidden.

  • Enable outcomes for - You can choose to set outcomes for Booking or Walk-in customers, or both.

  • Show outcomes popup when ending a transaction - This enables the outcome pop-up when the staff member clicks ‘Finish’ on a customer transaction. Without this setting, staff will report outcomes by going into the ‘History’ tab within the app, locating the customer and recording the outcomes there.

  • Force advisors to report outcomes - This means that the staff member must report at least one outcome against a transaction when the pop-up appears, before they can continue serving other customers.

  • Visible Outcomes - Enable or disable the outcomes you would like to show for this queue only. For example, if you disable 2 out of 5 outcomes, then for that queue only, the staff member will only have the option of 2 outcomes at the end of the customer interaction.
    By editing outcomes at a product level in the Product Settings (as explained above), it applies the outcomes to every queue that this product is in.

Applying outcomes to specific products

You would use this option if you want to apply outcomes to specific products only. For example, if you have 6 products, but only want to report outcomes on 1 of these options, then use the following steps to set this up.

  1. Go to Merchant > Main settings > Outcomes

  2. De-select all queues that have been assigned to the outcomes

  3. Go to Merchant > Main Settings > Products

  4. Click 'Edit' on the product you want to report outcomes for

  5. Click the dropdown in the 'Visible Outcomes' column, and select the outcomes you would like to use for this product

  6. Go to Merchant > select a Venue > select a Queue > Outcome Settings

  7. Enable/Disable the Outcome Settings that you want for this queue

  8. Ensure all of the outcomes in the Visible outcomes section are OFF. If these are turned ON, then it will turn outcomes on for ALL products in that queue, as per the actions in the Creating outcomes section above.

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