You can create nested disposition code lists, similar to a folder structure, to organize interaction outcomes in a logical hierarchy. This simplifies the disposition process for agents, especially when dealing with a large number of codes, by guiding them through a structured selection path.
To use dispositions for calls and chats, Automatic Wrap-up must be enabled. You can enable this at Settings > Operation Management > Wrap-up.
Managing individual disposition codes
The first step is to create the individual codes that will populate your lists.
Create a disposition code
Location: Settings > Operation Management > Wrap-up > Manage Disposition Codes > Codes tab
Configuration:
Click the Create disposition code button.
Enter a unique Name for the code (max 150 characters).
Enter a Custom ID for reporting and integration purposes.
Click Save. The code is available to add to any disposition list.
The newly created code appears in the main code directory under the Codes tab and is active by default.
Manage hierarchical disposition lists
This section explains creating and organizing your lists into a hierarchy. You can manage everything from the Lists tab.
Creating a top-level list
Location: Settings > Operation Management > Wrap-up > Manage Disposition Codes > Lists tab
Configuration:
Click the Create disposition list button.
Enter a unique Name for the list (max 150 characters).
Enter a Custom ID.
Click Save.
A new, empty top-level list (or "root" folder) is created. You can navigate to this list to add codes or other lists to it.
Build a list hierarchy
Location: Navigate to an existing disposition list from the Lists tab.
Configuration:
When viewing a list, the following options are available for building out its structure:
To add an individual code: Select Add disposition code to choose from your existing codes, or select Create disposition code to create a new code.
To create a new sub-list: Select Create Disposition List. This creates a new, empty list inside the current list.
To add an existing list as a sub-list: Click Add Disposition List and select a list from the menu. This is how you create shared lists that can be accessed from multiple places.
The codes and lists you add appear inside the parent list, forming a nested structure. The system prevents you from adding lists in a way that creates a loop or exceeds the 5-level depth limit, displaying an error message if you attempt to do so.
About shared lists
When you add a list to multiple parent lists, it becomes a shared list.
A warning icon appears next to shared lists to indicate that changes will have a widespread effect.
Any modification, such as changing a list's status or adding or removing codes, applies to that list everywhere it appears in your hierarchy.
Use the tree view
Location: Settings > Operation Management > Wrap-up > Manage Disposition Codes > Tree tab
The Tree tab provides a read-only view of your entire disposition code hierarchy. You can expand and collapse each top-level list to see its full structure. This is useful for verifying complex nesting and understanding relationships between lists without having to navigate through each folder individually. Selecting any list (folder) in the tree takes you directly to that list's configuration page in the Lists tab.
Assign a disposition list
After you've built your list hierarchy, you need to assign a starting list to be used for interactions.
Assign a list globally or to a queue
Location: Settings > Operation Management > Wrap-up (for global) or Settings > Queues > [Queue Name] > Wrap-up (for queue-level)
Configuration:
- Navigate to the appropriate Wrap-up settings page.
- Select a list from the Disposition Code List menu.
- Click Save.
When selecting a list to assign, the menu only shows top-level (root) lists. You can't assign a nested sub-list directly. Agents must always start from a designated top-level list.