Engage Voice | Dispositions overview

Dispositions are labels used to document, track, and report on the outcomes of calls and chats. There are two types of dispositions you can use to track call and chat outcomes: system dispositions and agent dispositions. 
 
System dispositions are determined by the system and provide technical information on the call itself, including whether a connection was made and whether a live person or a machine answered the call. System dispositions can only be viewed by admins — they are not accessible via the agent UI.
 
Agent dispositions, on the other hand, are created by admins and used to track more subjective information on call outcomes — for example, whether or not a call resulted in a sale. When you add a disposition to a campaign, it becomes available to agents for selection during (and/or after) a call or chat.

Using dispositions

You can track both system and agent dispositions via API and reporting and analytics tools, and you can use those results to aid in business decisions and optimization strategies. 
 
If you’re tracking dispositions for outbound calls, you can do so within the admin UI’s Lead Manager, where you can search for a list of leads based on the specific system and/or agent disposition the lead received on their last call. Once you have a list in place, you can perform a number of different actions on those leads — either in bulk or individually. 

Disposition types

As discussed earlier, there are two types of dispositions: system dispositions and agent dispositions. Let’s review each type of disposition in more detail below, beginning with system dispositions.

System dispositions

System dispositions are labels determined by the system that indicate the connection status of each call. These dispositions include the following:
  • ABANDON: A call that 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: A call that resulted in a live answer, either by the agent (for inbound calls) or by the lead (for outbound calls)
  • API_BLOCKED: A lead that was blocked from dialing at this time. Only applicable when using the real-time DNC integration
  • API_ERROR: An error that has occurred while attempting to dial a lead. Only applicable when using the real-time DNC integration
  • APP_DNC: A call that has not yet been dialed due to a DNC list verification
  • APP_REQUEUE: A call that was requeued to an IVR (this only applies to certain accounts. Please contact your CSM for more information)
  • APP_ABANDON_REQUEUE: A call that was requeued to an IVR and abandoned before a connection was made (this only applies to certain accounts. Please contact your CSM for more information)
  • APP_REQUEUE_COMPLETE: A call that was requeued to an IVR and received in the new queue (this only applies to certain accounts. Please contact your CSM for more information)
  • BUSY: A call that resulted in a busy response 
  • CONGESTION: A call that ended due to excessive network traffic or insufficient bandwidth
  • DEFLECTED: An incoming call that was disconned 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
  • DISCONNECT: A call that was made to a nonworking number. This system disposition only appears when using the Disconnect Scrubbing service
  • INBOUND_CALLBACK: A call that was flagged for an inbound callback
  • INTERCEPT: A call that was made to a disconnected or otherwise invalid phone number (e.g., 123-456-7890)
  • MACHINE: A call that resulted in a machine answer
  • MANUAL_NO_CONNECT: A manual outbound call that was not answered by the destination
  • MANUAL_PASS: An indicator that a pass disposition was manually applied via API, agent manual pass, or Lead Manager. Please note that a MANUAL_PASS disposition means that a call was never actually dialed
  • NOANSWER: A call that rang but was not answered, either by a live person or an answering machine
  • PENDING_ERR: This disposition indicates that there was a problem 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 to dial again via Lead Manager
Now that you understand system dispositions, let’s review agent dispositions next.

Agent dispositions

Agent dispositions are labels that you can configure for agents to choose from during (or after) a call or chat. Agents can use them to record information about the calls/chats they’ve been making (and taking). 
 
You can find and create new agent dispositions via the Dispositions tab in the configuration panel at the campaign, inbound queue, and chat queue level. When configuring agent dispositions, we recommend you consider all possible call results you might want to track and analyze, and be sure to create an appropriate disposition for each possible scenario.
 
In addition to using agent dispositions for recording information surrounding customer interactions, agent dispositions can also be used to trigger specific system actions once an agent submits a disposition on a call or chat. For example, you can configure dispositions to transfer calls, trigger email notifications, fire off web services, set agent-specific callbacks, and move and copy leads to different campaigns.  
 
To learn more about all your agent disposition configuration options, check out All about agent dispositions.
 
Once your dispositions are configured and enabled, agents will be able to interact with them in a few different ways — at the end of a completed call, in a script, or via the Dispositions button located beneath the dialpad.
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