Creating and managing agent dispositions for <var class="keyword">
<div style="display: inline;">
RingCX
</div></var> 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 <var class="keyword">
<div style="display: inline;">
RingCX
</div></var>, 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 <var class="keyword">
<div style="display: inline;">
RingCX
</div></var>](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?

## Calls

Creating agent dispositions for inbound voice queues
----------------------------------------------------

Follow these steps to create agent dispositions for inbound voice queues.

* Sign in to [<var class="keyword">
  <div style="display: inline;">
  RingCX
  </div></var>](https://ringcx.ringcentral.com/ ""), then click the **Admin** tile.
* Click the **Routing** icon (a) in the left navigation bar, then click **Voice queues \& skills** (b).

  ![Voice queues and skills](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Creating-agent-dispositions-in-an-inbound-campaign-in-RingCX/images/1-routing-voice.png)

* 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 team names, then check the box for the relevant queue group when it appears.
* Click **Dispositions** in the left column.
* Click the **Add Disposition** button at the top right. The **Queue Disposition Configuration** window will appear.

  ![Click Add Disposition at the upper right](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Creating-agent-dispositions-in-an-inbound-campaign-in-RingCX/images/2-add-disposition-voice.png)

* To activate the disposition, confirm the **Enabled** box at the top left is checked.
* Name the agent disposition using the **Disposition** field.
* Configure the remaining [optional disposition settings](#optional-settings "").
* Click **Ok** to exit the window.
* Click **Save** in the bottom right to save your changes.

  ![Click Enabled, name the disposition, and click Ok.](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Creating-agent-dispositions-in-an-inbound-campaign-in-RingCX/images/3-enabled-voice.png)

Managing agent dispositions for calls
-------------------------------------

Once you've created dispositions, you can edit and manage them from the **Dispositions** configuration page.

* Sign in to [<var class="keyword">
  <div style="display: inline;">
  RingCX
  </div></var>](https://ringcx.ringcentral.com/ ""), then click the **Admin** tile.
* Click the **Routing** icon in the left navigation bar, then click **Voice 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.
* Click **Dispositions** in the left panel.
* In the Queue Disposition Configuration 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-settings "").

  ![Click Edit](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Creating-agent-dispositions-in-an-inbound-campaign-in-RingCX/images/4-edit-voice.png)

  * **To filter between enabled and 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 additional 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 voice queues
------------------------------------------------------

* **Rank**: Enter a number to set the order in which this disposition appears in the agents' disposition list.
* **DTMF Mapping** : DTMF mapping is only used for agents who are dialing in and don't have access to the <var class="keyword">
  <div style="display: inline;">
  RingCX
  </div></var> agent interface. Enter an alphanumeric (keypad) touchtone value that agents can press to select this disposition. Agents can also select dispositions manually from a script.
* **Auto Disposition on Timeout** : Check this box to automatically submit a disposition after a specified time interval. Only one disposition can be selected at a time.
  * 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.
* **Contact** : Check this box to attach a *Contacts* flag to an interaction with this disposition. This flag is for reporting purposes only and won't affect an interaction's state.
* **Add to DNC**: Check this box to add the lead to a preselected Do Not Call (DNC) list.
* **Require Note**: Check this box to require the agent to enter a note in the disposition's notes section before submitting.
* **Save Survey** : Check this box to save this interaction's survey results to your database. If you don't check this box, survey data will be discarded.

  Note  
  The Save Survey feature has been deprecated and is available only to legacy users on specific accounts.

  **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.

* **Transfer** : Click the dropdown, then select the type of transfer you want to assign to interactions with this disposition.
  * *No Transfer*: Interactions with this disposition won't be transferred.
  * *Warm Transfer*: This option will allow the agent to stay on the line as the call transfers and is answered by the receiving party.
  * *Cold Transfer*: This option disconnects the agent from the line as it initiates the transfer.

  Note  
  If you select *Warm* or *Cold*, enter the phone number you want to transfer the call to in the Number field.

* **Email Destinations** : Enter one or more email addresses that will receive an email notification with information about the call, such as the agent who took the call, the details of the customer, and the disposition selected. When [notification translations are enabled](https://support.ringcentral.com/article-v2/enabling-localized-email-notifications-in-ringcx.html?brand=RingCentral&product=RingCX&language=en_US ""), this email uses the language and timezone configured for your sub-account. This system email is separate from the follow-up email sent using Email Template. Use commas to separate multiple email addresses.
* **HTTP** : Click the dropdown to apply a web service template to an interaction with this disposition. [Learn more about <var class="keyword">
  <div style="display: inline;">
  RingCX
  </div></var> web services](https://support.ringcentral.com/article-v2/Intro-to-web-services-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "").
* **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 "").
* **Add to Campaign**: Use this queue-specific feature to create outbound leads from the inbound interactions. Click the dropdown to select an existing outbound campaign. Then configure the settings that appear below.

The following settings are available only if you use the **Add to Campaign** feature.

* **Requeue** : Click the dropdown, then select an option for requeuing interactions with this disposition for outbound dialing.
  * *Yes -- Standard* : Makes the lead available for dialing any time after the Requeue Delay time is reached.
    * Lead status: READY
  * *Yes -- Priority* : Makes the lead available for dialing exactly when the Requeue Delay time is reached, or at a specific time and date set by the agent.
    * Lead status: CALLBACK
  * *No*: Ensures the lead is not made available for dialing again.

* **Delay**: Enter a number to indicate the interval (in minutes) the system should wait before making this lead available again for dialing.
* **Agent Specific Callback** : Check this box to assign callback privileges for the agent who submits this disposition. Select *Yes - Standard* or *Yes - Priority* in the **Requeue** dropdown.
* **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.

  Note  
  * Interactions marked as *Not Live Person* will impact the calculations for call answers or call abandons.
  * This flag is for reporting purposes only and won't affect an interaction's state.

* **Add to DNC** : Check this box to add the lead to the DNC list. The Global DNC list is selected by default.
  * **Do Not Call Tag**: After checking Add to DNC, you can click the dropdown to select the Do Not Call (DNC) list where you want to add the lead. Options include custom DNC lists you've created and the Global setting

**Additional resources**  
[Intro to dispositions in <var class="keyword">
<div style="display: inline;">
RingCX
</div></var>](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 <var class="keyword">
<div style="display: inline;">
RingCX
</div></var>](https://support.ringcentral.com/article-v2/Creating-agent-dispositions-in-an-outbound-campaign-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "")

## 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 <var class="keyword">
<div style="display: inline;">
RingCX
</div></var> users whose digital queues are turned on.

* Sign in to [<var class="keyword">
  <div style="display: inline;">
  RingCX
  </div></var>](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).

  ![Digital queues and skills](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Creating-agent-dispositions-in-an-inbound-campaign-in-RingCX/images/5-routing-digital.png)

* 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.

  ![Click Add Disposition at the upper right](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Creating-agent-dispositions-in-an-inbound-campaign-in-RingCX/images/6-add-disposition-digital.png)

* 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 [<var class="keyword">
  <div style="display: inline;">
  RingCX
  </div></var>](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 "").

  ![Edit Dispositions for digital interactions](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Creating-agent-dispositions-in-an-inbound-campaign-in-RingCX/images/Edit-Dispositions.png)

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. When [notification translations are enabled](https://support.ringcentral.com/article-v2/enabling-localized-email-notifications-in-ringcx.html?brand=RingCentral&product=RingCX&language=en_US ""), this email uses the language and timezone configured for your sub-account. This system email is separate from the follow-up email sent using **Email Template**. 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 <var class="keyword">
<div style="display: inline;">
RingCX
</div></var>](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 <var class="keyword">
<div style="display: inline;">
RingCX
</div></var>](https://support.ringcentral.com/article-v2/Creating-agent-dispositions-in-an-outbound-campaign-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "")