Dispositions

Overview

A Disposition is a label — or a set of labels organized in up to three hierarchical levels — that can be applied to interaction records to classify or describe them. For example, an agent handling a call can use a disposition to indicate the nature or outcome of that call.

Dispositions can be applied to any type of interaction, such as emails, chats, SMS, WhatsApp messages, and more, after the interaction is closed.

Specific dispositions tied to lists, accounts, or websites, can be configured in the channels' sections of the platform.

Dispositions section

In the Tools → Dispositions section, you can see the Global Dispositions list and add new Global Dispositions, available system-wide.

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By default, a set of global dispositions are already available, such as Interested, Not Interested, Answer Machine.

You can customize the system adding as many dispositions as needed.

Under Tools → Dispositions you can:

• search for a specific disposition

• set and clear filters

• manage columns

• activate the advanced search for each field

• delete dispositions (single or bulk delete)

• export to CSV, if you select at least 1 disposition

• edit a specific disposition

• create a new disposition

Multi-level dispositions

In XCALLY you can manage multiple levels (maximum 3) for each disposition:

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In the example shown in the image above, when Agents close and dispose an interaction they can choose a single-level or a multi-level disposition (for example combination # 1 # 5 # 7 or combination # 1 # 5 # 6).

The Disposition is displayed in the Status column of the Interactions List.

In the case of a multi-level disposition, the name displayed corresponds to the lowest level in the hierarchy, as shown in the following example. By hovering over it with the mouse, the information about the disposition will be displayed — including the Closed At timestamp and any additional disposition levels, if configured.

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Create Global Dispositions

To create a new Global Disposition:

1. Click the Add button, under Tools → Dispositions

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2. Enter the Disposition’s details:

• Name: name of the disposition that will be displayed for agents managing contacts in this list

• Description (optional)

• First Level Disposition (optional): choose, from among the dispositions already present in the system, a disposition to which this refers in a two-level hierarchical relationship. If you don’t select a first level disposition, the created disposition will be considered itself a first level one.

• Second Level Disposition (Optional): choose, from among the dispositions already present in the system, a disposition to which this refers in a three-level hierarchical relationship 

3. Click Add Disposition to confirm.

After the disposition is created, you can view, edit or delete it.

When you delete a 1st level disposition, the related 2nd/3rd levels are automatically canceled (for 2nd/3rd disposition the toasty “disposition already deleted” can appear).

Consider that it is not possible to create different dispositions with the same name at the same level. The following error message will appear: DISPOSITION CREATION FAILED - Name already used by another disposition at same level.

How to enable disposition for agents handling transferred calls in another queue

Scenario

1. Agent1 transfers a call to a queue or internal route where Agent2 is associated.

2. After the transfer, Agent1 can set an initial disposition for the interaction.

3. At the end of the transferred call, Agent2 can review, confirm, or modify the disposition as needed.

Configuration

1. Set an internal route (Voice → Internal Routes menu), for example as below:

   1. Phone Number: support

   2. Context: from-sip

   3. Actions: Queue Support and Hangup

2. Define a trigger on the Queue to automatically open the Contact Manager, allowing agents to set a disposition seamlessly:

   1. Condition:

      1. Field: Queue

      2. Operator: Equals

      3. Queue: Support

   2. Action

      1. Action: Contacts Manager

      2. Type: CM List

      3. Info: Yes

When Agent1 transfers a call to the “support” queue, Agent2—who works in support queue and answers the call—is now able to set a disposition for it.

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Please read here how to set the triggers: Voice Triggers | Contact ManagerPreview