Disposition
Overview
Call Disposition is a mandatory feature that ensures agents classify the outcome of every customer interaction (call, chat, or email). It operates on a two-level hierarchy (Disposition Class and Disposition Code) to provide structured data for operational reporting, process analysis, and quality assurance.
The Administrator defines the structure and assigns it to specific campaigns.
How It Works
The system requires an Administrator to define the logical groupings (Classes) and the specific outcomes (Codes), which are then made available to the agents via a Disposition Plan.
The Two-Level Hierarchy
Disposition Class (Level 1):
- Definition: A broad, logical category for grouping similar call outcomes (e.g., "Sales Outcomes," "Technical Support," "Not Connected").
- Purpose: To organize codes into manageable buckets for the agent interface and high-level reporting.
- Creation: Created by the Admin under System Configuration > Dispositions tab, and marked as "User Defined."
Disposition Code (Level 2):
- Definition: The specific reason or final result of the interaction. It is nested within a Disposition Class.
- Purpose: To capture the precise, reportable outcome (e.g., "Sale Closed," "Follow-up Scheduled," "Busy Number"). This is the key data point.
- Creation: Created by the Admin by selecting a Disposition Class and adding the new code to it.
Assignment to Campaign
The Admin must create a Disposition Plan that bundles the necessary Codes and Classes, and then assign that Plan to a specific Voice Campaign (e.g., Inbound, Outbound). This action populates the agent's Telephony Panel with the correct disposition options post-call.
Use Cases
- Performance Reporting: Used to calculate conversion rates (e.g., how many calls result in "Sale Closed") or failed attempts (e.g., "Line Busy").
- Agent Process Compliance: Ensures agents adhere to the required post-call wrap-up process by selecting an outcome before moving to the next call.
- Automated Action Triggers: Certain codes can be configured to trigger subsequent actions, such as removing a number from an outbound dialer list ("Do Not Call") or scheduling a follow-up.
Benefits
- Standardized Data: Ensures all agents use a consistent, defined set of codes to classify outcomes, eliminating ambiguity in reporting.
- Actionable Reporting: Provides the structured data necessary for Supervisors and Analysts to drill down into operational efficiency and business results.
- Agent Accountability: Forces a necessary step at the end of every interaction to complete the customer record.
Limitations
- Two-Level Default: The default configuration is a Two-Level Disposition (Class then Code). Changing this to a single-level disposition requires back-end configuration by Support Team.