Engage Voice | All about agent dispositions

As we discussed in Dispositions overview, 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).
 
Now that you know the basics on agent dispositions, let’s discuss how to actually configure them for use on your queues and campaigns. 
 
The steps for creating dispositions at the inbound queue, chat queue, and campaign level are relatively similar, so in the steps below we’ll discuss how you can create an agent disposition at any of these levels.
1. Navigate to Dialing > CampaignsChat > Chat Queues, or Routing > Queues via the left-hand navigation bar
2. Select a campaign, an inbound queue, or a chat queue from the groups page
3. Select the Dispositions tab via the configuration panel
4. Click the Add Disposition button at far right to open the disposition configuration modal window
5. If you wish to activate the disposition, either

a. Check the Enabled box for inbound queues and campaigns OR

b. Uncheck the Is Disabled box for chat queues

6. Name the agent disposition either via 

a. The Disposition field for inbound queues and campaigns OR 

b. The Name field for chat queues

7. Configure the remaining settings (we’ll discuss each setting below)
8. Click Ok to exit the modal window
9. Save your changes via the Save button at bottom right

Managing agent dispositions

Once you’ve created some agent dispositions, you’ll see them appear in a table on the Dispositions configuration page.
 
The table is arranged in columns that contain information on some of the settings included in the disposition configuration modal window that appears when you create a new disposition. These settings will differ depending on if you’re viewing dispositions created for a chat queue, an inbound queue, or a campaign. We’ll go over all your disposition settings in the following sections, so all settings represented in this table will be discussed in detail in those sections. 
 
You can use the search bar located at the top of the Disposition column to filter through your dispositions, and you can click on the Edit pencil and paper icon located at far right of any disposition in the list to open its configuration options and make changes. 

The Show/Hide Disabled button at upper right of the table allows you to filter for enabled and disabled dispositions at the click of a button. And of course, the Add Disposition button allows you to add and configure a new disposition at any time.

Agent disposition settings

The disposition configuration modal window contains a number of configuration options for your agent dispositions, including settings you can configure to flag your agent disposition within the system for various data points. 
 
Some of the settings you’ll find will be specific to configuring dispositions at either the inbound queue, chat queue, or campaign level.That said, we’ll separate the agent disposition configuration options into two categories: inbound queue and campaign settings in one section and chat queue settings in the other. Let’s review each of those settings now.

Inbound queue and campaign disposition settings

Inbound queues and campaigns share similar disposition configuration settings, so let’s review those settings first. We’ll start with some of the basic settings you can configure.
  • Enabled: Check this box to make the disposition immediately available to use
  • Disposition: Enter a name for the disposition. This is the name the agent will see in the list of possible dispositions (this is a required field)
  • Rank: Choose the order in which you want this disposition to appear in the agent’s list of possible dispositions
  • DTMF Mapping: Enter a dialpad touch-tone value (alphanumerical) that agents can press to select this disposition instead of selecting it manually via script
  • Requeue: Use the following dropdown menu options to choose whether to place calls with this disposition back in line for outbound dialing: 
    • Yes – Standard: Select this option to make the lead available for dialing any time after the set Requeue Delay time (see below) has been reached (this will set the lead’s status to READY)
    • Yes – Priority: Select this option to make the lead available for dialing exactly when the set Requeue Delay (see below) time elapses, or at the time and day set by the agent dispositioning the call (this will set the lead’s status to CALLBACK)
    • No: Select this option to ensure the lead is not made available for dialing again (this will set the lead’s status to COMPLETE)
  • Requeue Delay: For inbound queue dispositions, this setting is labeled as Delay. Use this setting to choose the amount of time (in minutes) that the system should wait before making this lead available for dialing again
  • Auto Disposition on Timeout: Check this box to automatically submit this disposition once a configurable amount of time has passed after a call is completed (you can choose a time period in the next setting). Please note that when this setting is enabled, the timed-out disposition will be given the same name as this disposition
  • Disposition Timeout (sec.): Choose a time (in seconds) that you would like the system to wait after a call before submitting this disposition
  • Finished: Check this box to set a ‘Finished’ flag on a caller with this disposition. Please note that this flag is for reporting purposes only. This setting does not change a caller’s state or affect their pass counts or pass actions in any way 
  • Success: Check this box to flag any calls with this disposition as successful. Please note that this flag is for reporting purposes only. This setting does not change a caller’s state or affect their pass counts or pass actions in any way 
  • Contact: Check this box to flag any calls with this disposition as ‘contacts’ in the database. Please note that this flag is for reporting purposes only. This setting does not change a caller’s state or affect their pass counts or pass actions in any way
  • Not Live Person: This setting is campaign-specific. Check this box to ensure any calls with this disposition are not flagged as Live Answer calls — that is, calls that have been answered by a live person (this means the system’s reporting tools will not include these calls when it calculates for Call Answers and Call Abandons). Please note that this flag is for reporting purposes only. This setting does not change a lead’s state or affect the lead’s pass counts or pass actions in any way
  • Agent Specific Callback: Check this box to set this lead for callback by the agent setting the disposition. Please note that in order for this setting to work, you must have enabled the Requeue setting discussed above
  • Require Note: Check this box to require the agent to enter a note (in the disposition’s Notes section) before submitting the disposition
  • Save Survey: This setting controls the recording of survey results to the database. If this option is not selected, all survey changes will be discarded. Please note that this is a deprecated feature and only available to legacy users on specific accounts. Please contact your CSM if you have questions about this setting
  • Add to DNC: Check this box to add the lead to a DNC list of your choosing (you can select which list in the next setting) upon disposition
  • Do Not Call Tag: This setting is campaign-specific and will only appear if you checked the previous (Add to DNC) setting. Use the dropdown to choose which Do Not Call (DNC) list you’d like to add the lead to upon disposition. Options include any custom DNC list(s) you’ve created (all custom lists will appear here for you to select from) and the following setting:
    • Global: Add this lead to the federal government’s DNC list (it includes national, state, and cell phone DNC lists)

Advanced disposition settings

Now that we’ve reviewed some basic disposition settings for campaigns and inbound queues, let’s review some of the more advanced actions you can apply to agent dispositions.
  • Contact Forwarding: This setting is campaign-specific. Use this setting if you’d like to give agents the option to enter a one-time ten-digit phone number to forward the call to. Select Yes from the dropdown menu to enable this or No to disable it

Helpful hint!

By enabling the Contact Forwarding setting, an extra field will appear (Forward the Call) once the agent selects this disposition. They can enter the new phone number into this field and thus forward the call to that lead at that new number.
  • Transfer: Use this setting to give agents the option to transfer a call to another phone number (of your choosing, provided in the Number field). You can choose the phone number the call will go to, and you can choose whether you wish the agent to remain on the line when the system initiates the transfer. Options include the following: 
    • Warm Transfer: This option will allow the agent to stay on the line as the call transfers and is answered by the receiving party. In this case, the agent will have to manually hang up once they’re ready to exit the call
    • Cold Transfer: This option will have the system drop the agent from the line as it initiates the transfer. This option leaves the lead alone on the line while waiting for the receiving party to answer
  • Number: If you chose a transfer option in the previous field, use this field to provide the phone number that you would like the call to transfer to 
  • Email Destinations: Enter a comma-separated list of email addresses in this field if you wish the system to trigger one or more email notifications upon receipt of a specific disposition. The email notification will include information about that call, such as the agent who took the call, the details of the customer, the disposition selected, etc.
  • HTTP: This setting is inbound queue-specific. Use this setting if you would like to trigger a web service of your choice once an agent selects and submits a disposition. Click on the dropdown menu to reveal a list of your configured web services (if you have any) 
  • Web Service: This setting is campaign-specific. Use this setting if you would like to trigger a web service of your choice once an agent selects and submits a disposition. Click on the dropdown menu to reveal a list of your configured web services (if you have any) 
  • Email Template: If you wish to trigger a follow-up email to whomever you choose once an agent selects and submits a disposition, simply select an email template from this dropdown. If you have not configured an email template, you will have no options to choose from.
  • Campaign Transitions: This setting is campaign-specific. If you’d like to give agents the option to transition a lead to another campaign upon disposition, simply select a campaign from this setting’s dropdown menu
  • Create Copy: If you selected a campaign from the previous setting, you can check this box to create a copy of a lead (instead of moving the lead entirely into the new campaign) and place it in a new campaign upon agent disposition. This setting is campaign-specific
  • Merge Lead to Source: If you enabled the Create Copy setting, you can check this box if you’d like to merge a copied lead back to its original campaign when this disposition is selected. This setting is campaign-specific
  • Term Message: Use this setting to access files from your audio library that the system will play to the lead once the agent submits the disposition. To use this setting, select the table icon at far right and select an existing audio file from your audio libraries, or upload new files on the spot. To learn more about audio libraries, visit Audio library overview. For managing and configuring audio files, visit Configuring an audio file
  • Add to Campaign: This setting is inbound queue-specific. If you’d like to move a customer to a campaign lead list, use the dropdown menu to select the campaign you’d like to move the caller to. Once a campaign is selected, the following settings will appear below: RequeueDelay (same as Requeue Delay), and Agent Specific Callback. See those setting descriptions above for more info

Chat queue disposition settings

Now that we’ve reviewed settings for configuring inbound queue and campaign dispositions, let’s review the settings you’ll find when configuring your chat queue dispositions.
  • Is Disabled: Keep this box unchecked to make the disposition immediately available to use
  • Rank: Choose the order in which you want this disposition to appear in the agent’s list of possible dispositions
  • Name: Enter a name for the disposition. This is the name the agent will see in the list of possible dispositions (this is a required field)
  • Auto Disposition on Timeout: Check this box to automatically submit this disposition once a configurable amount of time has passed after a call is completed (you can choose a time period in the next setting). Please note that when this setting is enabled, the timed-out disposition will be given the same name as this disposition
  • Disposition Timeout (sec.): Choose a time (in seconds) that you would like the system to wait after a call before submitting this disposition
  • Finished: Check this box to set a ‘Finished’ flag on a customer with this disposition. Please note that this flag is for reporting purposes only
  • Success: Check this box to flag any chat with this disposition as successful. Please note that this flag is for reporting purposes only
  • Chat Queue: Use this setting to place a customer into a different chat queue upon disposition. Click on the dropdown menu to select from a list of available chat queues (if any have been configured)
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