If all steps are followed correctly, by the end of this article, you will be able to bulk upload disposition lists via the admin dashboard.
Before uploading your .csv file, there is strict formatting to follow for the creation of the file which will be explained below:
Bulk upload list:
The bulk upload file needs to meet the following requirements
- The file has to be CSV
- The file has to cater for Tier1 and Tier 3 Dispositions regardless of channel.
The below table describes the attributes of each column in the bulk upload file.
Column name |
Description |
Data type |
Mandatory |
Validation |
Tier 1 |
Is the first category of a disposition list. |
String |
No (This field does not apply to tier 1 list) |
Can not contain blank fields. Can not contain special Characters. (!@#$%^&*()+=[]{};':"|,.<>\?). Has to be unique. |
Tier 2 |
Is the subcategory of a disposition list. |
String |
No (This field does not apply to tier 1 list) |
Can not contain blank fields. Can not contain special Characters. (!@#$%^&*()+=[]{};':"|,.<>\?). Has to be unique. |
Disposition |
Is the final category of a disposition list. |
String |
Yes |
Can not contain blank fields. Can not contain special Characters. (!@#$%^&*()+=[]{};':"|,.<>\?). Has to be unique. |
Conversation Outcome |
Marks an interaction with the desired outcome When an agent dispositions an interaction. |
String |
Yes |
Has to contain one of the following Outcomes: N/A Open - pending Closed - successful Closed - unsuccessful When a field is left blank it will default to N/A |
Learning Contribution |
Is used to assist our learning algorithm. |
String |
Yes |
Has to contain one of the following Outcomes: N/A Positive Neutral Negative When a field is left blank it will default to N/A. |
Outcome Reason |
Marks an interaction with the desired outcome reason. hen an agent dispositions an interaction. |
String |
No (This only applies to outbound) |
Has to contain one of the following outcomes: N/A Right Party Connect Wrong Party Connect Busy Voicemail Invalid Number No Answer When a field is left blank it will default to N/A. |
Example of bulk upload list:
Once you have created your .csv file correctly, following all of the above criteria you can move on to uploading the file as explained below:
Step 1: The disposition list needs to be in a disabled state, the bulk upload feature is disabled when the disposition list in question is enabled. Click on the “Bulk Upload” option:
Step 2: Click on the “BROWSE” button:
Step 3: Select the .csv file containing the disposition list which you would like to add:
Step 4: Ensure that the correct file is selected and then click on the “UPLOAD” button:
Step 5: A pop-up toastie will be displayed stating that “Dispositions are being processed and uploaded”:
Step 6: Once the upload is completed, dispositions will be displayed and the list will be disabled:
Step 7: Click on the “Disabled” toggle button to change it to “Enabled” so that the list becomes active for the given service and channel:
If these steps were followed correctly, dispositions will be displayed as they were set up within the .csv file.