What Are Dispositions?
Call Dispositions let you label calls with the result or outcome, such as "Resolved" or "Follow-Up Needed." They are offered while you’re on a call or afterward through the Disposition History, helping you keep track of what happened during past calls.
Where to Find Dispositions
- Open the Connect Web Phone client.
- Look for Dispositions in the main menu.
- A number indicates how many calls need dispositions.
Note: If you don’t see Dispositions, contact your administrator.
In-Call Dispositions
- On-Screen Prompt: During a call, if it matches a disposition rule, a list of options will appear on your screen.
- Select Disposition: Choose the option that best describes the result of the call before it ends.
- Error Correction: If you select the wrong option, simply choose the correct one; only your final selection will be saved.
Post-Call Disposition
1. Pending Dispositions
- Calls needing a disposition will appear in the Pending section.
- To assign a disposition:
- Select the call from the list.
- Choose the appropriate result from the options provided.
2. Dispositioned Calls
- Calls with an assigned disposition are listed in the Dispositioned section.
- To correct a mistake:
- Select the call.
- Update the disposition by choosing a new option.
Tips
- Use the Pending section to catch any calls without dispositions.
- If playback is enabled, replay calls to refresh your memory before assigning a disposition.
- Tooltips for Guidance: Hover over the ? icon next to the disposition field for descriptions of each option.
