To rate a phone call, you can activate the Call Wrap Up feature, which  is displayed at the end of the phone call in the SoftPhone.

 

The options, which are available to rate a phone call or add a call result, can be defined with Label 1 to 10.

 

 

This is how it will appear on the softphone.

 

The selected item is saved with the note as an activity using the text, which is defined as: value for report. You can either use the same text for the report as the label or use another value.

 

Example:

Label: Send Quote - Value for Report: Send Quote. The text Send Quote is saved for the report.

Label: Send Quote - Value for Report: CODE-SQ. The text CODE-SQ is saved for the report.

 

A different value for the report e.g. makes sense, if you configure adapters in different languages but you want to have the same result text in the report.

 

See also: Reports

 

If you want to update fields depending on a phone call, create a workflow within salesforce and use the 3 call specific fields (Call Type, Call Result, Call Duration) described in step 6 to trigger the workflow.

 

If you want to have different options depending on user groups (e.g. sales and support or you have locations in different countries) you can install multiple Call Center Adapters.

 

Activity History

A good idea is to add the call wrap up code in the activity history view. One glimpse and you are informed about the result of the last call.