Overview
Dispositions are codes that categorize the outcome of a call. These codes describe the results of your Inbound and Outbound calls. With the help of these codes, the Admin can easily see the trend of their Leads. Giving your Agents a well-thought-out list of dispositions can greatly improve your reporting and metric tracking.
Contents:
Add a New Disposition
1.) Click the Account main menu.
2.) Click the Dispositions menu option.
The Show Dispositions page will open.
3.) Click the Add Disposition button.
The Add Disposition page will open.
4.) Configure the General Settings.
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(A) Status Abbreviation: Only visible to Admins in Reports.
- Note: Status Abbreviation can be alphanumeric, 2-6 characters long, and cannot be edited after creating the Custom Disposition.
- (B) Status Description: This is what the Agent will see on their screen.
- (C) Contact Status: If set to Yes, this Status will be used to calculate calls handled in many areas of Reporting.
- (D) Final Status: If set to Yes, Leads with this Status will not be inserted into the Hopper.
- (E) Reached Status: Reached statuses will be used to calculate the quality of your leads.
- (F) Success Status: If set to Yes, this Status will be used to calculate Success Reports. Success status will not enter the Hopper unless you specifically make the status dialable.
- (G) DNC Status: If set to Yes, the phone number of the Lead with this Status will automatically be added to the DNC List.
- (H) SMS Opt/Out Status: If set to Yes, then if the Lead sends a Not Interested Response they will be moved into the SMS Opt-Out List.
- (I) Callback Status: If set to Yes, this disposition will be a Callback Status. It will require the Agent to select a specific Date and Time for the Callback.
- (J) Voicemail Status: If set to Yes, this Status will reflect in Reports that calculate Voicemail percentages.
- (K) Status Background Color: Select a color to identify this Disposition easily.
5.) Click the Create Disposition button.
Edit a Disposition
1.) Refer to steps 1 & 2 above for instructions on opening Show Dispositions.
2.) Click the Status Abbreviation or Setting in the Action gearwheel drop-down.
The Edit Disposition page will open.
3.) Reconfigure the General Settings as needed.
-
(A) Status Abbreviation: Only visible to Admins in Reports.
- Note: Status Abbreviation can be alphanumeric, 2-6 characters long, and cannot be edited after creating the Custom Disposition.
- (B) Status Description: This is what the Agent will see on their screen.
- (C) Contact Status: If set to Yes, this Status will be used to calculate calls handled in many areas of Reporting.
- (D) Final Status: If set to Yes, Leads with this Status will not be inserted into the Hopper.
- (E) Reached Status: Reached statuses will be used to calculate the quality of your leads.
- (F) Success Status: If set to Yes, this Status will be used to calculate Success Reports. Success status will not enter the Hopper unless you specifically make the status dialable.
- (G) DNC Status: If set to Yes, the phone number of the Lead with this Status will automatically be added to the DNC List.
- (H) SMS Opt/Out Status: If set to Yes, then if the Lead sends a Not Interested Response they will be moved into the SMS Opt-Out List.
- (I) Callback Status: If set to Yes, this disposition will be a Callback Status. It will require the Agent to select a specific Date and Time for the Callback.
- (J) Voicemail Status: If set to Yes, this Status will reflect in Reports that calculate Voicemail percentages.
- (K) Status Background Color: Select a color to identify this Disposition easily.
4.) Click the Save Changes button.
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