Overview
We’ve optimized how Disposition Sets are surfaced to agents to ensure they always see the most relevant dispositions, regardless of how a call is routed. By implementing a new Hierarchical Logic, Talkdesk now intelligently filters dispositions even in complex scenarios like direct-to-agent calls and multi-party transfers.
Understanding the Logic Hierarchy
If an interaction matches multiple rules, the system follows this priority to choose what the agent sees:
1. Inbound Calls
- Priority 1 (Queue): Dispositions assigned to the specific Queue the call came through.
- Priority 2 (Agent): If no queue exists (e.g., direct dial), the system shows sets assigned to that specific Agent queue membership.
- Priority 3 (Direction Fallback): If neither is found, the system shows all "Inbound" direction sets.
2. Outbound Calls
- Priority 1: Sets mapped to the specific Outbound Number queue if not then the Agent queue.
- Priority 2 (Direction Fallback): All "Outbound" direction sets.
How to Access
Dispositions
1.Log in to Talkdesk and navigate to Admin > Dispositions
2. Go to the Disposition Sets tab.
3. Click Create Disposition Set or Edit to set the call direction and queues and save.