Disposition codes and notes let agents document the outcome of a customer interaction. Disposition codes are predefined labels used to classify sessions. Disposition notes provide additional context, such as the next steps to be taken. This helps inform your team about an interaction's context and streamlines any necessary follow-up processes. For example, disposition codes could include options like Issue Resolved, Follow-up Required, or Escalated.
To make these codes manageable in complex scenarios, you can organize them into disposition lists. These are hierarchical lists that function like nested folders. This lets you group related codes and lists together, creating a logical path that makes it easier for agents to find and select the correct disposition.
Key concepts
General behavior
Wrap-up requirement: To use disposition codes for calls and chats, Automatic Wrap-up must be enabled globally or at the queue level.
Agent entry: Each agent involved in an interaction can add one disposition code and note entry. For example, if a call is transferred, both the initial agent and the transfer agent can enter their own dispositions.
Data availability: Disposition data is saved and sent to connected data sources or APIs 15 minutes after the session ends.
Hierarchical lists
Nesting structure: A disposition list can contain both individual codes and other disposition lists. This lets you build a folder-like structure.
Level limit: The hierarchy is limited to a maximum of 5 levels, including the top-level (root) list.
Shared lists: A single disposition list can be added to multiple parent lists, making it "shared". When a shared list is modified (for example, a code is added or its status is changed to inactive), the changes are reflected everywhere that list is used.
Loop prevention: The system prevents you from creating loops, such as adding a list into one of its own sub-lists.
Character limits
Disposition code name: 150 characters
Code custom ID: 150 characters
Disposition list name: 150 characters
List custom ID: 150 characters
Agent experience
When an agent enters the wrap-up phase after a call or chat, they're presented with the assigned disposition list:
The agent first sees the top-level codes and lists (folders).
When an agent selects a list, a new page appears showing the contents of that list. This process can continue for up to 5 levels.
If an agent changes a selection at a higher level, the subsequent levels update accordingly.
The search bar allows agents to search for a code or list across all levels of the hierarchy. The search results display the matching items along with their full path (for example, Sales / Returns / Damaged Item) to provide context.