Engage Voice | Intro to digital routing dispositions

Dispositions are labels used to document, track, and report on the outcomes of a digital interaction. There are two types of dispositions you can use to track the outcomes of your digital interactions: system dispositions and agent dispositions. While dispositions are also used for voice calls, this article will focus on digital interactions.

 

System dispositions are determined by the system and provide technical information on the digital interaction itself, including whether a message was received and whether a live person engaged with the digital interaction. System dispositions can only be viewed by admins — they are not accessible via the agent UI. At this time, there are no system dispositions available for digital interactions.

 

Agent dispositions, on the other hand, are created by admins and used to track more subjective information on digital interaction outcomes — for example, whether or not a digital interaction resulted in a sale. When you add a disposition to a digital queue, it becomes available to agents for selection during (and/or after) a digital interaction. 

 

You can track both system and agent dispositions via API or through reporting and analytics tools, and you can use those results to aid in business decisions and optimization strategies.