Dispositions #
Dispositions are used to enter the result of a telephone call, allowing data to be collected on the effectiveness of campaigns and track whether customer interactions resulted in a positive outcome.
If dispositions have been enabled on your profile, a disposition history will be displayed on the main menu of the client. The badge against the menu item shows how many calls that still need a disposition assigning to them.
note
If dispositions are not displayed, check the 'Client Profile on the ~.Dimensions.~ portal.
The disposition history is split into two sections, 'Pending' and 'Dispositioned'
Pending
Any calls that require a disposition code but have not yet been given one will appear here. If you did not get a chance to disposition a call while it was in progress, it can be done by selection the call to load the relevant disposition list.
tip
If you have playback permission, the call can be replayed from here to remind you about the calls contents.
Dispositioned
All calls that have been successfully disposition will appear here. If the wrong disposition was entered on a call, it can be changed by selecting the call and updating the disposition selected.
In-Call Dispositions #
During a phone call, if a disposition rule is matched, the disposition options will be present on the screen:
Please select the disposition which matches the result of the call. If you make a mistake, simple select the correct disposition. Only the last disposition entered on the call will be saved.
Post-Call Dispositions #
If there was not enough time on the call to enter a disposition, or some post call investigation needed to be performed first, the final disposition can be added through the disposition history:
