Disposition Plan, Codes & Class

overview 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 disposition class a set or logical grouping that contains multiple disposition codes disposition plan the final configuration that groups selected disposition codes, which is then assigned to a specific campaign to be used by agents 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) the user selects the disposition in a hierarchical way the agent must first select the disposition class , and then select the corresponding disposition code this is the default structure one level disposition the user selects the disposition in a simpler way, where all nested dispositions appear in a single hierarchy in this mode, the agent selects only the main disposition and not the sub disposition this feature 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)