Administrators are able to create disposition lists for agents to interact with, while providing reports with organization-specific interaction outcomes.
Selected dispositions reflect on reports as well as on the interaction log, interaction detailed view.
To create a tier 3 disposition list, follow the below instructions:
Select the dispositions tile on the Administration Dashboard.
Select the plus symbol (+) on the far right-hand side of the disposition lists view.
Give your disposition list a name.
Select the appropriate channel for your list. This will determine which interaction type the disposition list will appear for.
Select the appropriate service for your list. This will determine which service your disposition list works with. Only interactions received/created via the selected service will allow for interaction with the disposition list.
Select the disposition type, Tier 1 is selected by default (for this guide ensure that Tier 3 is selected).
Once all the appropriate information is filled in and selected, the publish button will become clickable, click on Publish to create your disposition list.
Once your disposition list has been created you will be able to create the disposition list categories.
Tier 1 categories are the first to be created. Give your tier 1 category a name.
Click the correction tick on the far right-hand side of the view after you have given your tier 1 category a name.
You will be able to create as many Tier 1 Categories as necessary by completing steps 8.1 and 8.2 multiple times.
Next is to create the Subcategory for the tier 1 categories that have been made. To do this, select the pencil icon next to the created disposition category.
Give your Tier 2 subcategory a name.
Once you have named your tier 2 subcategory, select the correction tick on the far right-hand side of the view.
You will be able to make as many Tier 2 subcategories as necessary by repeating steps 9.1 and 9.2 multiple times.
Create the disposition by selecting the pencil icon next to the Tier 2 Subcategory.
To create the disposition select the “Add disposition” button
Give your disposition a description. Preferably something short.
Select an appropriate conversation outcome. This will mark the conversation as either closed or pending.
Select an appropriate Learning contribution.
Once you have filled in the description and completed selecting the conversation outcome and learning contribution, you can save the disposition by clicking on the correction tick on the far right-hand side of the view.
You will be able to make as many dispositions as necessary by following steps 10.1 - 10.5 multiple times.
Once you have created the required dispositions click on “Done” at the bottom of the view.
This will complete the creation of the disposition list.
The disposition list can be edited by clicking on the 3 dots next to the appropriate list and selecting “edit”.
*imp - only members that are creating/receiving interactions via the correct flow will be able to select the disposition list that you have created.
*imp - please contact support for assistance in implementing created Tier 3 disposition lists.