When a call is finished, you may see a pop-up window allowing you to select a call summary, also known as disposition, 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”, or "Potential sale".
Dispositions 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.
Notes:
- For agents to use the Dispositions feature, an administrator needs to enable both the feature and the Call Disposition Dialog.
- When Dispositions and the Call Disposition Dialog are enabled, the status of the agent is set to “After Call Work” while the Call Disposition Dialog window is open. For more details, please refer to After Call Work & Call Disposition Dialog.
Logging a Disposition in Conversations
The Conversations app allows you to select a disposition and add notes to the call. To learn more, please refer to Conversations (Voice Channel).
Logging a Disposition in Callbar
Select a disposition from the list [1]:
You can also add a note to the call [2]:
Press Log [3] and this information will be displayed on the “Activity” tab of the contact’s profile.
Logging a Disposition in the Main Web Application
Logging a disposition in the main web application is very similar to logging a disposition in Callbar.
Select a disposition from the list [1]:
You can also add a note to the call [2]:
Press Log [3].