Disposition Plan, Codes & Class
4 min
Dispositions are a core feature used to classify the outcome of customer interactions, primarily calls. The entire feature is managed through three components:
- Disposition Code: The specific reason an agent selects for call disconnection. Know Standard Definition of DispositionsStandard Definition of Dispositions
- Disposition Class: A set or logical grouping that contains multiple Disposition Codes. Know Standard Definition of DispositionsStandard Definition of Dispositions
- Disposition Plan: The final configuration that groups selected Disposition Codes, which is then assigned to a specific campaign to be used by agents. Know Standard Definition of DispositionsStandard Definition of Dispositions
Key Benefits
- Structured Classification: Allows for the classification of interaction outcomes into a logical, hierarchical structure (Classes and Codes).
- Improved Efficiency: Agents can select the appropriate disposition during the call wrap-up process (After Call Work), ensuring every interaction has a defined outcome.
- Customization: Administrators and Voice-Admins can create User Defined disposition classes and plans tailored to business requirements.
- Reporting: Disposition Codes and Classes are recorded and tracked in reports (e.g., Call History Report and Call Details Report).
Functionality
The system offers two modes for agent disposition selection:
- Two-Level Disposition (Default from 4.13+): The agent must first select the Disposition Class, and then select the corresponding Disposition Code. This two-level dropdown is the default structure starting from version 4.13.
- One-Level Disposition: All nested dispositions appear in a single flat list. The agent selects only the main disposition without a sub-disposition step. This mode is enabled via backend configuration.
Prerequisites
- Administrative Access: Configuration must be performed by the Administrator or Voice-Admin via the Dispositions tab in System Configuration.
- Plan Assignment: The created Disposition Plan must be selected within the relevant campaign settings (e.g., General Settings) for the codes to be visible to agents.
- One-Level Enabling (If desired): To switch from the default Two-Level Disposition to One-Level Disposition, specific backend database queries must be executed to disable the two-level setting.
Usage Instructions
The following steps outline the process for a Administrator/Voice-Admin to set up a Disposition Plan:
- Define Disposition Classes:
- Navigate to the Dispositions tab in System Configuration.
- Go to the Disposition Class sub-tab.
- Click the "Add" button to create a new Disposition Class.
- Click the "Add New Code" option for a Disposition Class to define the individual Disposition Codes.
- Create and Configure a Disposition Plan:
- Go to the Disposition Plan sub-tab.
- Click "Add" and provide a name for the new Disposition Plan.
- Select the newly created plan and click the "Code Assignment option".
- Check the boxes next to the desired Disposition Codes to assign them to the plan.
- Click "Apply" to save the changes.
- Assign the Plan to a Campaign:
- Go to the relevant campaign's settings.
- Select the newly created Disposition Plan from the appropriate dropdown menu within the campaign's configuration (e.g., General Settings).
Further Reads:
Know more on the System Dispositions in Exotel Contact CenterSystem Dispositions in Exotel Contact Center
Know more on the User Disposition in Exotel Contact CenterUser Disposition in Exotel Contact Center
Version History
Version | Enhancement | Release Notes |
|---|---|---|
4.13 | Two-level disposition dropdowns (class → code) made the default selection mode | ECC Release Notes 4.134.13 Release Notes |
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