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Overview

Call types and call outcomes control how Zell classifies real customer conversations.

Call Type

What kind of conversation took place, such as a cold call, demo, discovery call, renewal call, or support call.

Call Outcome

What happened as a result of the conversation, such as a demo booked, no interest, information requested, or another team-specific result.
Zell includes default values for both concepts. Admins can add custom values when the defaults do not match the team’s process.

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How Zell Uses Them

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Call Types

Call types are used to route calls into the right coaching and evaluation setup:
  • Scorecards can be assigned to specific call types.
  • Default scorecards use call type to decide which scorecard should automatically score an imported real call.
  • Bots and playbooks can be aligned with the kind of conversation a user needs to practice.
  • Reports can be filtered by call type to compare performance across conversation types.

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Call Outcomes

Call outcomes are used to summarize the result of a real call:
  • Real call reports can be filtered by outcome.
  • Imported calls from dialers and calling tools can be categorized automatically.
  • Integration mappings can map external tags or dispositions into Zell’s outcome labels.
  • Coaching reviews can separate successful calls from calls that need follow-up.

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Default vs. Custom Values

Default values are available to every workspace and are read-only. Zell localizes the default labels in the app where supported. Custom values belong to your tenant. They appear alongside the defaults in call type and outcome selectors.
Custom values do not replace defaults. If you no longer need a custom value, remove it from the custom list.

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Default Call Types

Zell’s default call types include:
  • Cold Call
  • Demo
  • Gatekeeper
  • Discovery
  • Check-in
  • Warm Call
  • Customer Care
  • Proposal

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Default Call Outcomes

Zell’s default call outcomes include:
  • Contact Received
  • Demo Booked
  • Information Requested
  • No Interest
  • Pilot Booked
  • Stakeholder Intro
  • Other

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Add Custom Call Types

1

Open Tenant Settings

Open Settings → Tenant Settings.
2

Go to Call Types

Select Call Types from the tenant settings menu.
3

Review Defaults

The default call types are shown as locked labels. They are available automatically and cannot be edited.
4

Add a Custom Type

Click Add call type, enter a label, and add a description that explains when this call type should apply.
Use the same language your team already uses, such as “Renewal Call”, “Onboarding Call”, or “Technical Qualification”.
5

Save Changes

Click Save Changes. The custom call type becomes available in scorecards, bots, playbooks, integrations, and report filters.

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Add Custom Outcomes

1

Open Tenant Settings

Open Settings → Tenant Settings.
2

Go to Call Outcomes

Select Call Outcomes from the tenant settings menu.
3

Review Defaults

The default outcomes are shown as locked labels. They are available automatically and cannot be edited.
4

Add a Custom Outcome

Click Add outcome and enter the result label your team needs.
Write outcomes as final states, such as “Trial Started”, “Budget Confirmed”, or “Competitor Mentioned”.
5

Save Changes

Click Save Changes. The custom outcome becomes available for real call categorization, reporting, and integration mappings.

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Map Integrations

For connected calling tools, configure mappings after you add custom values.

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Aircall

Aircall tags can be mapped to a call type, an outcome, or both. When a mapped tag is present on an imported call, Zell uses the mapped value instead of relying on automatic classification.
1

Open Aircall Settings

Go to Tenant Settings → Integrations → Aircall.
2

Refresh Tags

Click Refresh Tags if the tag list is outdated.
3

Map Tags

For each Aircall tag, choose the matching call type and/or outcome.
4

Save

Save the mapping so future Aircall imports use your configured labels.

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Amplemarket

Amplemarket dispositions can be mapped to Zell call outcomes.
1

Open Amplemarket Settings

Go to Tenant Settings → Integrations → Amplemarket.
2

Refresh Dispositions

Refresh dispositions to pull the latest values from Amplemarket.
3

Map Outcomes

Match each disposition to the Zell outcome it represents.
4

Save

Save the mapping so future Amplemarket imports use your configured outcomes.

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Limits and Behavior

  • You can add up to 50 custom call types.
  • You can add up to 50 custom call outcomes.
  • Labels cannot be empty.
  • Duplicate custom labels are ignored.
  • Custom labels that exactly match default labels are ignored.
  • Saving replaces the current custom list with the values shown on the settings page.
Removing a custom call type can affect scorecards, bots, playbooks, and mappings that were using it. Review related configuration before deleting values that are already in use.

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Best Practices

Keep Labels Short

Use labels that are easy to scan in filters, tables, and mapping menus.

Avoid Overlap

Do not create custom values that mean nearly the same thing as an existing default or another custom value.

Use Process Language

Match your CRM, dialer, and sales process vocabulary so mappings are easier to maintain.

Update Scorecards

After adding a new call type, assign relevant scorecards and default scorecards so real calls are evaluated automatically.