Agent Dashboard - Selecting Disposition codes

To select the disposition outcome, firstly as an agent, you need to have the required properties for it, it is the responsibility of your Administrator/Teamleader to ensure that you have the necessary properties on your member profile.

When making or receiving an interaction that has a disposition code associated to it, you will note the clickable tile available to you during or after a call, email, SMS or chat

Simply click on this tile and you will be able to select from all available dispositions

Once you have selected the disposition the contact card will update with your selected disposition

The contact card is not the only place that you will see your selected disposition reflect, you will also see the dispositions reflect on your individual interactions view via the interaction Log. Any interaction where you did not select a disposition code or if you did not have a disposition code available for selection will still have the outcome reflect on the tile as seen in purple in the below image

The disposition also reflects on the detailed tile view, when selecting an interaction to view.