V3 Dispositions

Owned by XCALLY Knowledge (Unlicensed)
Last updated: Feb 29, 2024 by Product Knowledge

 In the Dispositions section you can add Global Dispositions available for all the environment, in addition to specific dispositions related to lists, accounts and/or websites. 

A Disposition is a label (or a set of labels, maximum in a three level hierarchy ) that can be applied to interactions records to describe them: for example, an Agent who has managed a call can use a disposition in order to indicate the type or resolution of the call itself, but this can be done for any type of interaction (as email, chat, sms, whatsapp messages, and so on) when this is closed. 

By default, the following dispositions are already available on your XCALLY Motion:

  • Fax

  • Answer Machine

  • Interested

  • Not Interested

  • Sold

  • Special

but you can add as many dispositions as needed.
In the Tools → Dispositions section the Administrator can add global dispositions available for all the environment, in addition to specific dispositions that can be created for specific environments (as lists, channel accounts and websites). 

Go to the Dispositions List:

click  and enter the 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 on the system, a disposition to which this refers in a two-level hierarchical relationship 

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

Click Save to confirm.

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

 

In order to Modify a Disposition, go to the List of Dispositions:

click edit on the command menu and modify it:





 

Multi level dispositions

You have the possibility to create multiple levels (maximum 2) for each disposition:

 

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 the combination # 1 # 5 # 7 or the combination # 1 # 5 # 6)

EXAMPLES:

  • If on closing an interaction is disposed by an Agent, you can see in the Status column of the Interactions List:

the name of the disposition applied:

Now, hovering over it with the mouse all the information on the disposition itself will be displayed:

so you can discover that in the above example a single level disposition has been applied.

  • If, on closing, you choose a multi-level disposition instead, the name of the disposition that is positioned at the lowest level of the set (second or third level) available will be shown, as in the following example:

Now, hovering over it with the mouse all the information on the layered dispositions set will be displayed:

Dispositions on New Client Experience

If your New Client Experience is enabled, you can view this section with a new interface.

You can create a new disposition by clicking on Add disposition and inserting Name, Description and select the First level of the disposition.