Dispositions for specific Queues
FROM VERSION 3.51.0
By editing a queue, in the Dispositions tab you can configure dispositions (1st, 2nd, 3rd level) specific for the selected queue.
As a result, only agents assigned to this queue will see the associated dispositions, to display only the most relevant dispositions based on the origin and context of the interaction.
To create a new Disposition:
Click the Add button located at the top-right corner of the interface
Enter the Disposition’s details:
Name: assign a name to the disposition
Description (optional)
First and Second Level Disposition: used to define multilevel dispositions. Simply select the disposition from the list.
If you don’t select a first level disposition, the created disposition will be considered itself a first level one.
Click Add
Once created, the new disposition appears in the list with the below information:
Id
Level
Name
Description
Created At
Updated At
From there, clicking the three dots button (⋮) next to the disposition, you can:
Edit the disposition
Delete the disposition
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)
In addition to dispositions specific for queues, 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
Dispositions specific for accounts or chat website, associated with a specific account/website → Account or Website 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.