Disposition codes are short, predefined labels that an agent uses during wrap-up
to classify the outcome of a customer session. Disposition codes can indicate
the type of issue that was resolved, the status of the user's request, the
end-user's satisfaction level, and much more. Examples include Issue Resolved,
Follow-up required, Escalated, Satisfied, and Unsatisfied. Disposition
codes help your organization understand the quality of customer interactions and
identify any required follow-up.
You can organize disposition codes into disposition lists for different session types, such as inbound calls, outbound calls, and chats. You can then assign a disposition list as the default list for any of these session types, both at the global and queue level.
To organize a large number of disposition codes, create a hierarchy of disposition lists by adding child lists to existing lists. A child disposition list functions like a folder that you click to display its contents. A child list can contain other child lists. You can create a list hierarchy up to five levels deep including the top-level list. An organized hierarchy of disposition lists guides agents to the appropriate disposition code, simplifying the disposition process.
Disposition data is available for CRM comments, metadata files, and APIs 15 minutes after a session ends.
Create a disposition code
Disposition codes can be used for wrap-up for inbound calls, outbound calls, and chats, both at the global and queue level.
To create a disposition code, follow these steps:
In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to the Wrap-up pane, and then click the Automatic wrap-up for inbound calls toggle to the on position.
Click Manage Disposition Codes. The Disposition Codes page appears.
Click the Codes tab.
Click Create disposition code. The Create disposition code dialog appears.
In the Name field, enter a name for the disposition code.
Optional: In the Custom ID field, enter a custom ID.
Click Add. Your new disposition code appears.
Create a disposition list
Disposition lists can be used for wrap-up for inbound calls, outbound calls, and chats, both at the global and queue level.
Procedure
To create a disposition list, follow these steps:
In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to the Wrap-up pane, and then click the Automatic wrap-up for inbound calls toggle to the on position.
Click Manage Disposition Codes. The Disposition Codes page appears.
On the Lists tab, click Create disposition list. The Add list dialog appears.
In the Name field, enter a name for the disposition list.
Optional: In the Custom ID field, enter a custom ID.
Click Add. Your new disposition list appears.
To add disposition codes to your list, continue with step 4 of Add codes to a disposition list.
Add codes to a disposition list
Disposition lists can be used for wrap-up for inbound calls, outbound calls, and chats, both at the global and queue level.
To add codes to a disposition list, follow these steps:
In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to the Wrap-up pane, and then click the Automatic wrap-up for inbound calls toggle to the on position.
Click Manage Disposition Codes. The Disposition Codes page appears.
On the Lists tab, click the list that you want add codes to.
To add a disposition code, do the following:
Click Disposition Code > Add disposition code. The Add disposition code dialog appears.
In the Code list, select a disposition code that you created in Create a disposition code, and then click Save. The code is added to the disposition list.
To add another disposition code, repeat this procedure.
To create and add a disposition code, do the following:
Click Disposition Code > Create disposition code. The Create disposition code dialog appears.
In the Name field, enter a name for the disposition code.
Optional: In the Custom ID field, enter a custom ID.
Click Add. A code is created and added to the disposition list.
To create and add another disposition code, repeat this procedure.
To add a child disposition list to your list, continue with step 4 of Add a child disposition list to an existing list.
Add a child disposition list to an existing list
Disposition lists can be used for wrap-up for inbound calls, outbound calls, and chats, both at the global and queue level.
You can add an existing list as a child list to multiple parent lists. This creates a shared child list. Any changes you make to the child list are reflected in all of its parent lists.
The system prevents you from creating loops, such as attempting to add a list into one of the list's own child lists.
To add a child disposition list to an existing list, follow these steps:
In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to the Wrap-up pane, and then click the Automatic wrap-up for inbound calls toggle to the on position.
Click Manage Disposition Codes. The Disposition Codes pane appears.
On the Lists tab, confirm that the Disposition Lists pane appears. If it doesn't, click Disposition lists in the breadcrumb trail to go to the Disposition Lists pane.
For Disposition Lists, click the list that you want to add a child list to. The list's contents appear, along with a breadcrumb trail that indicates your position in the list hierarchy. You can click the breadcrumb trail to navigate the list hierarchy.
To add a child disposition list to this list, do the following:
Click Disposition List > Add disposition list. The Add disposition list dialog appears.
In the List list, select a disposition list, and then click Save. The child disposition list is added to the list.
To add another child disposition list, repeat this procedure. You can add child lists up to five levels, including the top level.
To create and add a child disposition list to this list, do the following:
Click Disposition List > Create disposition list. The Add list dialog appears.
In the Name field, enter a name for the disposition list.
Optional: In the Custom ID field, enter a custom ID.
Click Add. Your new disposition list appears.
To create and add another child disposition list, repeat this procedure. You can add child lists up to five levels, including the top level.
Assign a default disposition list
You can configure which disposition list appears by default in the agent adapter during wrap-up. You can assign the default list for inbound calls, outbound calls, and chats, both at the global and queue level.
To assign a default disposition list, follow these steps:
Do one of the following:
To assign a default disposition list at the global level, do the following:
In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to the Wrap-up pane.
To assign a default disposition list at the queue level, do the following:
In the CCAI Platform portal, click Settings > Queue. If you don't see the Settings menu, click Menu.
In the IVR (Interactive Voice Response), Mobile, Web or SMS pane, click Edit / View.
Click the queue that you want to edit.
In the Settings pane, go to the Wrap-up settings section, and then click Configure. The Wrap-up pane appears.
In the Wrap-up pane, do one of the following. For queue-level settings, the options that appear depend on your channel.
Click the Automatic wrap-up for inbound calls toggle to the on position.
Click the Automatic wrap-up for outbound calls toggle to the on position.
Click the Automatic wrap-up for chats toggle to the on position.
In the Default disposition code list, select the disposition list that you want to appear in the agent adapter during wrap-up.
Click Save Wrap-Up or Save, depending whether this is a global or queue-level setting.
View disposition list hierarchy
You can view the entire hierarchy of your nested disposition lists on a single page.
To view disposition list hierarchy, follow these steps:
In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to the Wrap-up pane, and then click the Automatic wrap-up for inbound calls toggle to the on position.
Click Manage Disposition Codes. The Disposition Codes page appears.
Click the Tree tab.
Expand lists to see their contents.
Agent experience
During wrap-up, the agent adapter displays the Disposition pane. This pane contains the contents of the default disposition list that your administrator assigned in Assign a default disposition list. If you don't see the disposition code you need, do one of the following:
To search for the code, enter a keyword in the search field and press Enter.
To manually find the code, do the following:
Click the folder for a child disposition list to display its contents.
If the disposition code you need doesn't appear, click another folder for a child disposition list to display its contents.
Continue until the code you need appears.