Agent Dashboard - Selecting Disposition codes

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

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

There are two types of dispositions:

Tier 1 - a single category to select from.

Tier 2 - multiple categories with subcategories.

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 selected dispositions reflect on your detailed interactions view when selecting an interaction to view via the interaction Log.

Tier 1 Disposition selected.

Tier 3 Disposition selected.