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Dispositions

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Dispositions are descriptions of the final outcome of the call. 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 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 dispositions 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 dispositions 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 Dispositions

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

Dispositions_Default_inbound_and_outbound.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 dispositions, 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 choose a unique name for the disposition. You will not be able to save a disposition if the name is already in use.

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:

Dispositions.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 it.

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

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.

Dispositions_General_tab.png

 

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:

Dispositions_Reorder.png.png

 

Click Save to save your changes.

 

Editing Dispositions

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

Dispositions_edit.png

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

Note: We recommend editing a disposition name 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.

 

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 dispositions 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.

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

Deactivated_disposition_code.png

Click Save to save your changes.

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