ACD Admin - Dispositions Settings

Dispositions are agent-selectable definitions that can be used for each call that an agent completes with optional custom notes. It provides a means to categorize calls for future analysis. For example, when an Agent completes a call, the disposition selected could be for Customer Service and labelled – “RMA request” or for Sales and labelled “quote request” and so on.

To add disposition, click on the  Add + button. You’ll notice a new line item is automatically added.

Disp. No. – this is the record identifier and is created automatically by the system upon adding the line.

Description – add the “disposition” name you want to have displayed to the agents (and for your reporting analysis) in their disposition drop down menu.

Notes – exposes to the agent a notes field, allowing the agent to manually enter text in addition to a predefined disposition selection. 

Queue Selections - The columns to the right, are the list of queues already created. Here is where you can toggle on this disposition, in the queue that you would like this disposition to be utilized, while leaving the toggle off, for other queues that won’t use this one. You can use the same disposition for multiple queues.