Define what counts as a win

Rename your call results to match how your business actually talks, and point the dashboard at the number that matters to you.

Every call ends with a result — the agent's read on what happened. Out of the box those are generic: appointment booked, follow up, voicemail, not interested, do not call. You can change them, and most businesses should.

This is one of the most under-used settings in the product, and it quietly improves everything downstream.

Why bother

The results you define are used in more places than you'd expect:

The headline number on your dashboard.
The Result filter in Conversations, so you can pull up "every call last week that ended in X".
The breakdown charts in Reports.
The value sent to your CRM when ClearTalk pushes call data to your system — which is what your CRM automation branches on.
Which results trigger follow-up actions, including the one that automatically adds a number to your Do Not Call list.

If those results don't match how your team talks about calls, every one of those surfaces is slightly wrong — and people stop trusting the dashboard.

Where to change them

Settings → Result Definitions (organisation admins only). You can:

Rename any result to your language. A recruiter's "Appointment Booked" is really "Interview Scheduled". A roofer's is "Inspection Booked". A law firm's "Not Interested" is "Not a Fit".
Turn off results you never use, so the list stays short and the agent's choices stay clear.
Add your own for outcomes specific to your business — "Quote Requested", "Waitlisted", "Referred Out".
Set your primary conversion — the one that counts as the win.

Choosing your primary conversion

The primary conversion is what the dashboard's headline tile counts, so it should be the thing you'd celebrate. Pick the moment of real commitment, not the friendly-sounding one before it:

Business	A good primary conversion
Dental practice	Appointment booked
Home services	Estimate scheduled
Recruiting	Interview scheduled
Insurance	Application started
Real estate	Viewing booked

Choose something the agent can genuinely determine from the call. "Deal closed" happens weeks later in your CRM — that's a CRM metric, not a call result. Track the call outcome that reliably leads to it.

Once set, the dashboard tile relabels itself, and everyone looking at it sees the same definition of success.

Keep the list short

The temptation is to add a result for every nuance. Resist it — a long list makes the agent's classification less reliable and your reports harder to read. Six to eight active results is a good working range. If you need finer detail on why a call went a certain way, the AI's call notes carry it, and your CRM can hold the rest.

Do this before you wire up your CRM

Result names travel with the data. Build automation that branches on "Appointment Booked", rename it later, and that automation silently stops matching. Settle your names first — ten minutes now, an annoying afternoon later.