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Call Dispositions

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Whether you are using Callbar or the Keypad, after a call is finished, you will see a pop-up window allowing you to select a call summary from a predefined drop-down menu list. For example, you may be able to select from “Left voicemail”, “Wrong number”, “Follow up immediately”, “Disconnected number”, "Potential sale", etc.

 

Note: In order to use this feature, Call Disposition Codes need to be configured beforehand and the Call Disposition Dialog needs to be enabled for your role and call direction.

 

 

Logging a Call Disposition in Callbar

Select a call disposition from the list [1]:

Select_call_disposition_Callbar.png

 

You can also add a note to the call [2]:

Select_call_disposition_Callbar_2-3.png

 

Press Log [3] and this information will be displayed on the “Activity” tab of the contact’s profile.

 

Logging a Call Disposition in the Main Web Application

Logging a call disposition in the main web application is very similar to logging a call disposition in Callbar.

 

Select a call disposition from the list [1]:

Main_web_applicaton_select_call_disposition_1.png

You can also add a note to the call [2]:

Main_web_applicaton_select_call_disposition_2-3.png

Press Log [3].

Call disposition codes are a simple, yet powerful tool that keeps the entire team on the same page and allows for a quick overview of previous conversations when on the phone with a customer.

It also allows managers to gain a comprehensive understanding of metrics that are most meaningful to them.

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Comments

  • Avatar
    Jonathan Stewart

    This page does not provide steps required to activate or control dispositions.

  • Avatar
    Sara Costa
    Hi @jonathan, article is now updated to link to these instructions: http://support.talkdesk.com/hc/en-us/articles/206338365. Thanks for the heads up!
  • Avatar
    Jonathan Stewart

    The call bar image in this article does not match the tool that we are currently using and may need to be updated. I was specifically looking for information in this article around the requirement to select a contact to complete a disposition and there is no mention here.

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