Creating and managing agent dispositions for
RingCX
inbound queues
====================================================================================================================================
Agent dispositions allow agents to record information about calls and digital interactions during or after a call or interaction. For inbound queues, agent dispositions can trigger system actions such as transferring calls, triggering notifications, or adding calls to the DNC list.
Before you can create agent dispositions for
RingCX
, you need to:
* Be an admin with permission to manage agent dispositions
* Set up at least one [queue group and queue](https://support.ringcentral.com/article-v2/Configuring-inbound-queue-events-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "")
For information on creating dispositions for outbound campaigns, visit [Creating and managing agent dispositions in an outbound campaign in
RingCX
](https://support.ringcentral.com/article-v2/Creating-agent-dispositions-in-an-outbound-campaign-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "").
Do you want to set up dispositions for calls or digital interactions?
Creating agent dispositions for inbound digital queues
------------------------------------------------------
Follow these steps to create agent dispositions for inbound digital queues. Note that digital features are only available for
RingCX
users whose digital queues are turned on.
* Sign in to [
RingCX
](https://ringcx.ringcentral.com/ ""), then click the **Admin** tile.
* Click the **Routing** icon (a) in the left navigation bar, then click **Digital queues \& skills** (b).
* In the name column, click the queue group you want to create dispositions for. In the submenu, click the relevant queues.
* To select multiple queues, hover your cursor to the left of the queue group name, then check the box next to the relevant queue group.
* Click **Dispositions** in the left column.
* Click the **Add Disposition** button at the top right. The **Edit Digital Disposition** window will appear.
* To activate the disposition, uncheck the **Is Disabled** box at the top left.
* Name the agent disposition.
* Configure the remaining [optional disposition settings](#optional-disposition-settings "").
* Click **Ok** to exit the window.
* Click **Save** in the bottom right to save your changes.
Managing agent dispositions for digital interactions
----------------------------------------------------
Once you've created dispositions, you can edit and manage them from the Dispositions configuration page.
* Sign in to [
RingCX
](https://ringcx.ringcentral.com/ ""), then click the **Admin** tile.
* Click the **Routing** icon in the left navigation bar, then click **Digital queues \& skills**.
* Click the queue group you want to manage dispositions for. In the submenu, click the relevant queues.
* To select multiple queues, hover your cursor to the left of the queue names, then check the box next to the relevant queue when it appears.
* In the Dispositions table, you can view the settings for all your dispositions.
* To edit the settings, scroll to the right. Click the **Edit** (pen and paper) icon for the disposition you want to edit. In the popup, you can enable or disable the disposition, adjust the rank, or update [optional disposition settings](#optional-disposition-settings "").
You can adjust the width of the columns or click **Rank** to arrange dispositions in ascending or descending order.
* **To filter between enabled/disabled dispositions** : Click **Show Disabled** or **Hide Disabled** at the top right corner of the table.
* **To filter through your dispositions** : Use the search bar at the top of the **Disposition** column.
* **To edit a disposition** : Scroll to the right, then click the **Edit** icon.
* **To delete a disposition** : Scroll to the right, then click the **Trash** icon.
* For more options, click the three-dot **More** menu at the top right:
* **Move**: Moves the disposition from one queue group to another.
* **Clone**: Duplicates the disposition and adds it to another queue group. The original disposition won't be affected.
* **Delete**: Deletes the disposition.
Optional disposition settings for inbound digital queues
--------------------------------------------------------
* **Is Disabled** : To activate the disposition, make sure the **Is Disabled** box is unchecked.
* **Rank**: Enter a number to set the order in which this disposition appears in agents' disposition lists.
* **Auto Disposition on Timeout** : Check this box to automatically submit this disposition after the specific time interval set in Disposition Timeout. The timed-out disposition will be given the same name as this disposition.
* When you check the **Auto Disposition on Timeout** box, the **Disposition Timeout** (sec.) field will appear. Enter a number to indicate the interval (in seconds), after which the disposition will be auto-submitted.
* **Finished** : Check this box to attach a *Finished* flag to an interaction with this disposition. This flag is for reporting purposes only and won't affect an interaction's state.
* **Success** : Check this box to attach a *Successful* flag to an interaction with this disposition. This flag is for reporting purposes only and won't affect an interaction's state.
* **Categories**: Select the categories you want agents to be able to link to specific dispositions. Agents will be able to view, add, or remove applicable categories at the end of an interaction, including any that were pre-applied through routing or AI.
* **Email**: Enter one or more email addresses that will receive notifications when interactions receive this disposition. The email notification will include information about the digital interaction, such as the disposition, time stamp, details of the customer, and agent who handled the interaction. Use commas to separate multiple email addresses.
* **Email Template** : Select an email template from the dropdown to send a follow-up email when an agent submits a disposition. You need to [create an email template to use this setting](https://support.ringcentral.com/article-v2/Creating-an-email-template-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "").
Note
* This option is unavailable if **Auto Disposition** on **Timeout** is selected.
* The email template will be sent to the email specified in the email field.
* **Web service**: Use this campaign-specific setting to trigger a configured web service when an agent submits a disposition. Select a web service from the dropdown, if available.
* **Digital requeue**: Select a digital queue from the dropdown to place a customer in a different digital queue upon disposition.
**Additional resources**
[Intro to dispositions in
RingCX
](https://support.ringcentral.com/article-v2/Intro-to-dispositions-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "")
[Creating and managing agent dispositions in an outbound campaign in
RingCX
](https://support.ringcentral.com/article-v2/Creating-agent-dispositions-in-an-outbound-campaign-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "")