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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 drop-down menu for agents to choose from:

Callbar-Dispositions.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

By default, a set of four disposition codes for inbound calls and four disposition codes for outbound calls are automatically assigned to all agents and ring groups:

Inbound_-_Dispositions.png

However, as an admin you can create and add new dispositions to these existing Inbound and Outbound sets, or create new sets of dispositions to assign them to specific agents only.

In order for the disposition set to appear to agents it needs to be assigned to ring groups. Only the agents with the assigned ring groups will have access to these dispositions. Learn more about setting up teams using ring groups.

To add new disposition codes, follow these steps:

Dispositions.png

  • Log in to your Talkdesk account as an Administrator.
  • Click the 'Admin' section [1] at the top of the page.
  • Select the 'Dispositions' tab [2].
  • Click ‘Dispositions’ again [3].
  • Press the ‘New disposition’ button [4].

Type in a name for the new disposition (e.g., Potential sale):

Note: Please use a unique name.

Dispoition_settings.png

 

Switch the toggle to the right if you wish to activate it now (you can also come back to the disposition settings at a later time to activate it).

Save your changes.

You must then assign the new disposition to an existing Disposition Set or create a new Set and add it there.

Ring groups will determine which group of agents will choose certain Dispositions.

To create a new Set of dispositions to display dispositions only to a group of agents:

Disposition-Sets.gif

  • Access the ‘Sets’ tab under Dispositions
  • Click the ‘New set’ button [5].
  • Type in a name for the new disposition set (E.g., Sales Outbound).
  • Select the call direction [6] (Inbound or Outbound).
  • Use the Ring groups drop down menu [7] to select the ring groups of the agents to whom you wish this disposition set to be displayed at the end of inbound or outbound calls.
  • Switch the toggle to the right to activate this Set [8] (you can activate it later on too).
  • Save your changes [9].

Select the Dispositions page and press the ‘Add dispositions’ button:

Add-Dispositions.png

Tick the boxes next to the disposition(s) you want to add to this new set and press the ‘Add’ button:

AddDispositions.png

Changes take effect on the next call the agent handles.

 

Editing Disposition Sets

You can filter your Dispositions Sets by call direction, dispositions, ring groups and status (active or deactivated). You can also search by disposition set name:

Disposition_Set_Filter.png

Click the pencil icon next to a disposition set to edit its name, activation status, call direction, assigned ring groups or disposition codes.

 

Reordering Disposition Codes

To choose the order by which the disposition codes are displayed in the call summary window, simply drag and drop the disposition codes as required by clicking the drag-and-drop icon:

Dispositions_Reorder.png.png


Click Save when you are done.

 

Editing Disposition Codes

You can edit disposition codes at any time to activate, deactivate or change their names.

Note: We recommend editing disposition code names only if you want to correct a typo, as changes will be applied retroactively causing all past history and reporting data to be renamed to the new disposition.

To edit a disposition code click the pencil icon next to it:

Dispositions-Dispositions.png

Once you have created your disposition sets, the "Automatically Close Call Summary Window" option will allow you to decide if you want to have the disposition codes window close automatically after a predetermined amount of time, or if you want agents closing it manually instead, once they finish handling their post-call work. Agents will stay in After Call Work status as long as this window is open.

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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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