Dispositions are descriptions of the outcome of the call.

Nested dispositions are subcategories within Dispositions, that empower agents to label interactions with more granularity.

They work like codes that allow your agents to label inbound and outbound calls and help keep the entire team on the same page. The selected disposition will be added to the call log in the contact's profile.

With a 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 was disconnected, or the interaction requires follow-up and further attention.

As an administrator, you can create as many dispositions and nested dispositions as you wish. These will be loaded into a drop-down menu for agents to choose from.

Agents will then be able to assign dispositions based on the call outcome (e.g., sale completed, issue resolved, call transfer, etc.), the 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 Dispositions and Nested Dispositions

Sets are groupings of dispositions.

By default, a set of four dispositions for inbound calls and four dispositions for outbound calls are automatically assigned to all agents and queues:

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.

For the disposition set to appear to agents, it needs to be assigned to a queue. Only the agents with the assigned queues will have access to these dispositions. Learn more about setting up teams using queues.

To add new dispositions, follow these steps:

1. Log in to your Talkdesk account as an Administrator.

2. Click Settings [1].

3. Choose Admin [2].

4. Select the Dispositions tab [3].

5. Press the Create disposition button [4].

6. Type in a name for the new disposition [5] (e.g., Potential sale).

To add nested dispositions, within the main disposition, follow these steps:

7. Click on Add nested disposition [6].

8. Type in a name for the new nested disposition [7].

9. Click on Add another [8], if you wish to add another nested disposition.

You can delete, deactivate, and rearrange the order of appearance of the nested dispositions.

Notes:

• Please choose a unique name for the disposition. You will not be able to save it if the name is already in use.
  
• The same applies to nested dispositions, as you will not be allowed to save nested dispositions with the same name within the same disposition.

10. Switch the toggle to the right, if you wish to activate the disposition [9] or the nested disposition [10](you can also come back to the disposition settings at a later time to activate them).

8. Save your changes [11].

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

 

Editing Dispositions and Nested Dispositions 

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

You can edit dispositions at any time to activate, deactivate, or change their names. The same applies to the nested dispositions.

To deactivate a disposition, simply switch the toggle to the left (it will show Deactivated).

To deactivate a nested disposition, simply switch the toggle to the left (you can save nested dispositions even if they are deactivated).

Click Save to save your changes.

Once you create your disposition sets, make sure that the wrap-up stage and wrap-up form are enabled, so agents can successfully submit dispositions. For more information, please refer to Enabling the Wrap-Up Settings.

 

Creating Sets

Settings are groupings of dispositions. To create a new Set of dispositions:

1. Access the Sets [1] tab under Dispositions.

2. Click the Create set button [2].

3. Type in a name for the new disposition set [3] (E.g., Sales Outbound).

4. Select the call direction [4] (Inbound or Outbound).

5. Use the Queues drop-down menu [5] to select the queues of the agents to whom you wish this disposition set to be displayed at the end of inbound or outbound calls.

6. Switch the toggle to the right to activate this Set [6] (you can activate it later on too).

7. Save your changes [7].

8. Select the Dispositions page and press the Add dispositions button.

9. Tick the boxes next to the disposition(s) you want to add to this new set and press the Add button. Changes take effect on the next call the agent handles.

 

Editing Disposition Sets

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

Click the pencil icon next to a disposition set to edit it.

In the General tab of a disposition set, you can change its name, call direction, and the assigned queues.

The toggle at the top allows you to activate or deactivate the disposition set: click on the right-hand side to make it Active, and on the left to move it to Deactivated.

In the Dispositions tab of the disposition set, besides assigning dispositions to the set (through the Add dispositions button), you can also remove dispositions by clicking the trash icon.

Note: Removing a disposition from a disposition set is not a complete removal, as the disposition is only removed from the set. It will still be available in the list of dispositions and you can add it to other sets.

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

Click Save to save your changes.

Once everything is set up, make sure that the wrap-up stage and wrap-up form are enabled, so agents can successfully submit dispositions. For more information, please refer to Enabling the Wrap-Up Settings.

 

Important Information:

• Reporting on sets, dispositions and nested dispositions can be found in Admin > Explore > Calls Report. We are planning to deliver this information on the Contacts Report soon.
• Currently, nested dispositions are not available in the Contacts app, Activities app, in the Digital channels, the Conversations Mobile app, and Integrations. However, we are continuously working to expand support for nested dispositions across our platform.