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Call Disposition Codes

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Call disposition codes are descriptions of the final outcome of the call.

These codes are a simple way for agents to label inbound and outbound calls and help keep your entire team on the same page. The code will be applied to the call log in the contact's profile.

With a quick glance, anyone accessing that call’s information will know if the issue was resolved, the sale was completed, the customer called to complain, the number is disconnected or if the interaction requires follow up and further attention.

As an administrator, you can create as many disposition codes as you wish. These will be loaded into a dropdown menu for agents to choose from:

Call_Summary_window_example.png

Agents will then be able to assign disposition codes based on the call outcome (e.g. sale completed, issue resolved, call transferred, etc.), purpose of the call (e.g. complaint, refund, cancellation, tech support, etc.) the quality of the phone number (e.g. disconnected, busy, fax machine, etc.), quality of the call (e.g. bad signal, dropped call, etc.), events that happened during the call (e.g. billing code, sales receipt, order number, account number), etc.

 

Adding Disposition Codes

To add new Disposition Codes, follow these steps:

  • Log into your Talkdesk account as an Administrator.
  • Click the 'Admin' section [1] at the top of the page.
  • Select the 'Preferences' tab [2].
  • Scroll down to 'Call Settings' [3].
  • Press the 'Add Disposition Code' [4] under Inbound Disposition Codes to create a new code to be shown after agent’s inbound calls, or under Outbound Disposition Codes for Outbound calls.

Call_Disposition_Codes.png

  • The "Automatically Close Call Summary Window" [5] option allows you to decide to have this popup window close automatically after a predetermined amount of time, or have your agents closing it manually instead once they're done. Agents will stay in After Call Work status so long as this window is open.
  • "Save" your changes  [6].
  • You will then need to select whether you wish agents to be shown the disposition codes drop-down menu for Inbound calls only, Outbound only or both. To do so, simply follow the instructions here.

 

Editing and Deleting Disposition Codes

 

How to edit a disposition code

You can edit disposition codes at any time, however, we recommend editing disposition codes only if you want to correct a typo or similar issues because changes will be applied retroactively, affecting existing records.

To edit a disposition code:

  • Simply rename the code as needed, directly in the box.
  • Don't forget to "Save" your changes [6].

Edting_a_disposition_code.png

Note: If a disposition code is edited, all past history and reporting data will be renamed to the new disposition.

 

How to delete a disposition code

You can also delete disposition codes:

  • Just click on the X to the right of the disposition code to remove the code from the list.
  • Don't forget to "Save" your changes [6].

Screen_Shot_2018-06-18_at_16.35.21.png 

Note: If a disposition code is deleted, the past history will remain intact and will not be removed.

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Comments

  • Avatar
    Jonathan Stewart

    This page shows options that I do not have under my account. Whether I have only inbound dispositions added or both inbound and outbound, I do not have the option via checkboxes to specify whether I only want dispositions to be shown for inbound, outbound or both. There is no information within this article outlining how to activate dispositions.

  • Avatar
    Sara Costa
    Thanks for the heads up @jonathan and sorry for the misinformation! The article is now updated to reflect the changes in our interface.
  • Avatar
    Michelle Hirons

    I think you need warnings when editing fields that data saved previously will be changed. In my opinion this is too dangerous to be left to having to have read this before administering existing codes. Our historic data is now entirely wrong and does not correlate to our past produced and delivered reports. Add a warning message please.

  • Avatar
    Inês Costa

    Hello @Michelle Hirons, thanks a lot for the comment and the suggestion for our interface. My colleague from the support team will follow up with you in the ticket that you opened with us. We have also tweaked the article to emphasize the risks of editing/changing a disposition code.

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