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.
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.