- Disposition refers to the outcome or resolution of a customer conversation. It could indicate whether the issue was resolved satisfactorily, whether further action is required, or any other relevant information about the interaction.
- You can add sub-dispositions to a disposition. This will give the agents more granularity to choose the outcome or resolution of the conversation.
- You can add/delete dispositions as well as sub-dispositions based on your business needs. To configure this, navigate to Settings → General → Disposition lists
- There will be some default dispositions already available, however, you can choose to add as per your needs and disable the ones that do not fit your requirements.
- You can click on “Add Disposition” to add a new one, and provide the name of the disposition. Similarly, you can add a Sub-Disposition under the Disposition and click on “Add Disposition”.
- If an admin wants to delete a disposition, there is an option to disable it but it will still be available as disabled and cannot be removed from the screen.
- The admin can disable the Status button for the disposition that needs to be disabled.
- Disabling a disposition would also disable its sub-dispositions.
- The admin can disable the Status button for the disposition that needs to be disabled.
- Below is a representation of how it appears on the agent side when they want to assign a disposition:
It will appear in the same order as configured in the Settings, however, you can rearrange them by dragging and swapping in the list.
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