Intro to routing dispositions in RingCX ======================================= Dispositions are used to document, track, and report the outcomes of calls and digital interactions. There are two types of dispositions: * **System dispositions** are determined by the system and indicate a status, such as whether the call or digital interaction was answered, not answered, abandoned, or transferred. System dispositions can only be viewed by admins. * **Agent dispositions** are created by admins and allow agents to provide more details about the interaction, such as whether a sale was made or a follow-up is required. They can also trigger specific system actions, such as triggering email notifications or setting agent-specific callbacks. Note: * Before you can set up dispositions, you need to set up at least one campaign or queue. * Admins need to have the necessary permissions to manage dispositions in RingCX. Do you want to set up dispositions for voice (calls) or digital interactions? ## Voice Disposition types for calls --------------------------- ### System dispositions System dispositions are determined by the system and indicate the connection status of each call. * ABANDON: The call ended because the system could not find an available agent after dialing the lead for outbound calls or because the caller hung up while waiting in an inbound queue for inbound calls. * ANSWER: The call was answered live, either by the agent for inbound calls or by the lead for outbound calls. APP_DNC: The call has not yet been dialed due to a DNC (Do Not Call) list verification. * BUSY: The call reached a busy line. * CONGESTION: The call ended due to excessive network traffic or insufficient bandwidth, most likely on the downstream carrier side. * DEFLECTED: The incoming call was disconnected by the system before reaching an agent. This could be because the call was redirected by an IVR, DTMF event, or because a queue event was configured to terminate the call. * INBOUND_CALLBACK: The call was flagged for an inbound callback. * INTERCEPT: The call was made to a disconnected or otherwise invalid phone number (e.g., 123-456-7890). * MACHINE: The call was answered by an answering machine or voicemail, but no automated message was left. * VOICEMAIL_LEFT: The system detected an answering machine or voicemail and successfully initiated the playback of an automated message. * MANUAL_NO_CONNECT: A manual outbound call was not answered, either by a live person or an answering machine. * MANUAL_PASS: An indicator that a pass disposition was manually applied using an API, agent manual pass, or **Lead Manager**. Note that a MANUAL_PASS disposition means that a call was never actually dialed. * NOANSWER: The call rang but was not answered, either by a live person or an answering machine. * NOT_LIVE_PERSON: The agent can select this disposition to remove an ANSWERED disposition if an answering machine or voicemail makes it past our voicemail detection feature. * PENDING_ERR: A problem occurred while calling a lead and the lead was set to Pending. As a result, the call timed out into this PENDING_ERR state. You can reset leads with this state back to Ready using **Lead Manager** if you want to dial them again. ### Conditional system dispositions Conditional system dispositions are labels assigned by the system that indicate the connection status of a call but appear only when specific conditions are met. **Real-Time DNC (Do Not Call) Integration** * API_BLOCKED: Indicates that a lead was blocked from dialing at this time. Applicable only when using the real-time DNC integration. * API_ERROR: Indicates that an error occurred while attempting to dial a lead. Applicable only when using the real-time DNC integration. **IVR Requeue Events** These dispositions apply only to certain accounts. Contact your Customer Success Manager (CSM) for more information: * APP_REQUEUE: Indicates that a call was requeued to an IVR. * APP_ABANDON_REQUEUE: Indicates that a call was requeued to an IVR and abandoned before a connection was made. * APP_REQUEUE_COMPLETE: Indicates that a call was requeued to an IVR and successfully received in the new queue. **Disconnect Scrubbing Service** * DISCONNECT: Indicates that a call was made to a nonworking number. This disposition appears only when using the Disconnect Scrubbing service. Note: Disconnect Scrubbing is a third-party integration that analyzes calls marked as NOANSWER to determine if they should instead be categorized as DISCONNECT. Without this integration, calls that might qualify as DISCONNECT will be tagged as either NOANSWER or INTERCEPT (due to congestion), depending on the carrier's response. ### Agent dispositions Agent dispositions can provide information about customer interactions or trigger specific system actions once an agent submits a disposition on a call or digital interaction. For example, dispositions can be set up to transfer calls, trigger email notifications or web services integrations, set agent-specific callbacks, and move and copy leads to different campaigns. You can find and create new agent dispositions in the configuration panel at the campaign and inbound queue levels. Learn more about creating new agent dispositions for [inbound queues](https://support.ringcentral.com/article-v2/Creating-agent-dispositions-in-an-inbound-campaign-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") and [outbound campaigns](https://support.ringcentral.com/article-v2/Creating-agent-dispositions-in-an-outbound-campaign-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US ""). Once you've added and enabled the dispositions, agents can interact with them at the end of a completed call, in a script, or by clicking the **Dispositions** button in the call controls section. Tracking dispositions --------------------- You can track system and agent dispositions through the API or reporting and analytics tools and use the results to inform business decisions and optimization strategies. For voicemail outcomes, reporting can distinguish between a detected voicemail with no message left and a voicemail with an automated message. When an automated message is left, the call detail record can also show the prompt name in the agent notes field so you can track which message was left on the consumer's voicemail. If you're tracking dispositions for outbound calls, you can do so in [Lead Manager](https://support.ringcentral.com/article-v2/Reserving-an-agent-for-a-lead-via-the-Lead-Manager.html?brand=RingCentral&product=RingCX&language=en_US "") by searching for leads based on the disposition of their last call. Once you have a list in place, you can perform many different actions on those leads, either in bulk or individually. To learn more, visit [Creating and managing agent dispositions for RingCX inbound queues](https://support.ringcentral.com/article-v2/Creating-agent-dispositions-in-an-inbound-campaign-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US ""). **Additional resources** [Creating and managing agent dispositions in an outbound campaign](https://support.ringcentral.com/article-v2/Creating-agent-dispositions-in-an-outbound-campaign-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") [Creating and managing agent dispositions for inbound queues](https://support.ringcentral.com/article-v2/Creating-agent-dispositions-in-an-inbound-campaign-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") ## Digital Disposition types for digital interactions ------------------------------------------ Agent dispositions can provide information about customer interactions or trigger specific system actions once an agent submits a disposition about digital interaction such as a chat, email, or text message. For example, dispositions can be set up to trigger email notifications or web services integrations or requeue digital interactions. They can indicate if the issue was resolved or escalated or if the agent needs to follow up on the issue. You can find and create new agent dispositions in the configuration panel for digital queues. Once you've added and enabled the dispositions, agents can interact with them during or after a digital interaction by clicking the **Dispositions** tab. Note Digital features are only available to RingCX users whose digital queues are turned on. To learn more, visit [Creating and managing agent dispositions for RingCX inbound queues](https://support.ringcentral.com/article-v2/Creating-agent-dispositions-in-an-inbound-campaign-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US ""). Tracking dispositions --------------------- You can track agent dispositions through the API or reporting and analytics tools and use the results to inform business decisions and optimization strategies. To learn more, visit [Creating and managing agent dispositions for RingCX inbound queues](https://support.ringcentral.com/article-v2/Creating-agent-dispositions-in-an-inbound-campaign-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US ""). **Additional resources** [Creating and managing agent dispositions in an outbound campaign](https://support.ringcentral.com/article-v2/Creating-agent-dispositions-in-an-outbound-campaign-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") [Creating and managing agent dispositions for inbound queues](https://support.ringcentral.com/article-v2/Creating-agent-dispositions-in-an-inbound-campaign-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "")