Dispositions for a specific Account or Chat Website
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.
By editing a Channel Account or a Chat Website, on Dispositions tab it’s possible to define dispositions specific for the desired account.
You can create a new disposition clicking on Add. These Dispositions are available to agents only when disposing of interactions related to the specific website or account.
Name: name of the disposition that will be displayed for agents managing contacts in this account
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
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)
Once created, from the Disposition list you can:
search for a specific disposition
edit or delete a disposition
clear all filters
manage columns, by selecting or not them
activate the advanced search for each field
In addition to dispositions specific for accounts or chat websites, the platform supports the following types:
Global Dispositions, available across all channels and interactions --> Global Dispositions
List-based Dispositions, linked to a specific contact list within the Contact Manager → Lists Dispositions
FROM VERSION 3.51.0 Queue-specific Dispositions, associated with a specific queue → Queue Dispositions
This guided video tutorial will walk you through the user and agent experience with dispositions in XCALLY, showing how they are created, applied, monitored, and used in reports.