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Call Dispositions

From the main menu bar, click Handling > Call Dispositions. This allows supervisors to add and edit call dispositions and their associated sub-dispositions in the system.

Purpose

Call dispositions are keywords used to tag calls for sorting Reports.

Agents can assign dispositions (primary keywords) and sub-dispositions (secondary keywords) in the Conversation Notes box during After Call Work.

On the Session Search page, click a session ID to view the Call Details page for a past session, including dispositions and sub-dispositions.

Actions

Create New Disposition

Click Add New to create a new disposition (Figure 1).

Figure 1 Create a new disposition

Enter the disposition name in the text field and select a business unit to associate with the disposition from the drop-down menu (Figure 2). Select the box next to the business unit drop-down to mark the disposition as Disabled if desired. Click Save to finalize.

Under Sub-Disposition, click Add to create a new sub-disposition.

Figure 2 Create new disposition field

Edit Existing Disposition

Click Edit to modify an existing disposition.

Modify the disposition name in the text field and select a business unit to associate with the disposition from the drop-down menu. Select the box next to the business unit drop-down to mark the disposition as Disabled if desired. Click Save to finalize.

Under Sub-Disposition, click Edit to modify an existing sub-disposition.