Standard Definition of Dispositions

overview a disposition is an outcome of an inbound or outbound contact the dispositions are created to assist the agent in quickly describing the outcome of a contact after the call is completed an agent can choose from a disposition list to describe the outcome of that particular call there are three levels of dispositions disposition plan to layout all the disposition classes and disposition codes, it is mandatory to create a disposition plan disposition plan helps to create all the classes and the codes for the organization disposition class a disposition class is a term that refers to an overall category under which dispositions are created dispositions classes are either user defined or already exist determined by the gateway for example, you can create a user defined disposition class called “do not call,” under which you can create dispositions like not interested or wrong number as you create dispositions, you can group all of your dispositions into a single disposition class or multiple disposition classes if you are an organization, who provide the services to many different companies, you might want to create a classification for each of your different customers (like, customer1 telco group, customer2 bank, etc ) disposition code a disposition code is a combination of character that is used to describe the outcome of a contact there are two types of disposition codes the first is an unified ip system type, which is tied to the gateway disposition classes all disposition code types are system generated and automatically appear in your disposition code list disposition created by users are called user type user dispositions are optional and only required if agents are required to choose a disposition at the end of each call the following describes the elements that make up a disposition disposition number id names given to the dispositions codes assigned to a disposition (maximum of eight characters) whether the disposition created is unified ip system or user defined disposition classes used to group the dispositions attributed, call outcomes, and routing