As an Administrator, you can create disposition lists. Dispositions allow an agent to select a unique outcome for an interaction and the selected disposition is then available on various views and reports, allowing Administrators and Team leaders to have clarity on the outcomes of interactions (Calls, emails, SMS’s, chats, instant messages, and tickets)
Administrators can create dispositions via the Administrator dashboard by selecting the “Dispositions” tile.
Select the “+” plus symbol on the right-hand side of the view.
You will then be taken to the Define Disposition List view, which allows you to create the disposition list based on your requirements. The disposition list will allow you to make a number of dispositions available for your agents to select, giving you more clarity on the interaction outcomes of agents.
First, give the disposition list a name
Then select the channel this disposition list will be used in
Then select the service
Lastly, select the type of disposition, Tier 1 is selected by default. ( for this guide ensure tier 1 is selected).
Once you have selected the properties for the disposition list, you will be able to publish
You have now created your disposition list!
Next is creating the disposition codes themselves.
Simply select “+ add disposition”, this will open the create disposition view
You can now create your unique disposition.
To create your Disposition code you will need to give it a unique description.
Then you will want to select the conversation outcome. This means that when an agent selects this disposition code it will automatically mark the interaction as “pending, successful or unsuccessful”, giving you more in-depth information on specific interactions your agents are handling.
Next is the Learning Contribution, which is used to assist our learning algorithm.
And lastly is the outcome reason, this works in tandem with the previous selections. This basically provides you with the standard interaction outcome/reason for the calls success/failure. You will see that the outcome Reason is only available when creating Disposition lists for Outbound calls.
Once you have completed all the selections you will be able to select the tick icon, saving your disposition code.
Selecting “done” at the bottom of the view will then complete the creation of your Disposition list and codes.
You can also add or remove disposition codes once you have completed the creation of your disposition list at any time, by clicking on the disposition list you want to alter.
Lastly, you need to ensure that you “enable” the disposition list that you have created
*NB only members that are creating/receiving interactions via the correct flow will be able to select the disposition code that you have created.