Dispositions for agents

Overview

When closing an interaction, Agents can choose to either:

• Close the interaction, or

• Close & Dispose it by selecting a Disposition.

Dispositions are used to classify and provide feedback on interactions — similar to assigning a label such as Positive Outcome or Negative Outcome.

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All available dispositions must be created in advance by the Administrator.
Administrators can configure:

• Single-level or multi-level dispositions (up to three levels).

• Whether a Disposition is mandatory upon interaction closure.

Dispositions level

There are different levels of dispositions available:

1. Single-Level Dispositions – Basic, one-step classification options.

2. Multi-Level Dispositions – Hierarchical options with up to three levels for more detailed categorization.

Example:
Level 1: Support → Level 2: Technical → Level 3: Bug Report

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Applying a Disposition

Agents can apply a disposition in two ways:

1. At Interaction Closure

   • Select Close & Dispose when ending the interaction.

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   • Choose the appropriate single-level or multi-level disposition from the list.
     
     

2. From the Interactions List

   • Click the three-dots menu (⋯) next to the interaction.

   • Select Close and Dispose.
     
     
     

After an interaction is closed and disposed:

• The Status column displays the name of the applied disposition.

• Hovering over the disposition name reveals detailed information about the applied disposition or disposition hierarchy.

Examples:

• For single-level dispositions, the single label name is displayed.

• For multi-level dispositions, the lowest-level name (second or third level) is displayed. Hovering over the disposition, you can see the disposition hierarchy

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Dispositions type

FROM VERSION 3.51.0

When an agent closes an interaction or call, the system displays an enhanced, categorized list of available dispositions.

Dispositions are grouped by origin:

1. Global Dispositions – Created in the Tools section and available for all interactions → Global Dispositions

2. List-Based Dispositions – Linked to a specific Contact Manager list → Lists Dispositions

3. Account-Based Dispositions – Configured for a specific Account (see Account section in the relevant channel).

4. Queue-Specific Dispositions – Configured for a specific Queue (see Queue section in the relevant channel).

This categorization ensures that only the most relevant Dispositions are displayed, depending on the interaction’s source and context.

So when disposing of a call or interaction, the Agent will see the disposition list organized by section:

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• Global

• List

• Account

• Queue