Overview
Dispositions define the outcome of a call, such as Sale, Not Interested, or Do Not Call. When utilizing an autodialer they inform whether the system should redial a Lead. They also play a large role in assessing Agent performance.
Contents
Redispositioning in Manage Leads
1.) Click the Call Center main menu.
2.) Click the Leads menu option.
The Manage Leads page will open.
3.) Search for Leads based on filters:
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(A) Start / End Date and Time (In PST) drop-down options are:
- Created At (Search by PST Timezone).
- Last Leads local Call Time (Search by Leads Timezone).
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(B) Filter By options include Standard Lead Fields and Searchable Custom Fields. To apply additional filters, click the Add Filter button.
- The first drop-down displays the available Lead Fields.
- The second drop-down contains a list of operators.
- The third field changes in response to the chosen Lead Field.
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(C) Order By: Sort the Leads in order based on the Field chosen.
- The first drop-down contains the available Lead Fields.
- The second drop-down contains Ascending and Descending.
4.) Click the Search button.
5.) In the Select a Status drop-down, select a new status for the Lead(s).
6.) Select the Leads to be Redispositioned by clicking the checkboxes to the left of the Lead ID column.
- Select specific Leads by clicking each checkbox individually, or select all the Leads on that page by clicking the checkbox at the top of the Checkbox column.
- To select all the Lead results click the link that appears at the top of the list. In the image below this is, Click here to select all 350 Leads that match this search link.
The default is to display 20 Leads per page. You can change the total per page by clicking the number boxes at the bottom of the results list.
- The system can only Redisposition the Leads when they are all displayed on the same page.
7.) Click the Redisposition Leads button.
The Redisposition Leads window will open to confirm that you want to Redisposition the Leads to that Disposition.
8.) Click the Redisposition Only or Redisposition & Workflow button.
- Redisposition Only: Changes the Leads' Dispositions without triggering Workflow Automations.
- Redisposition & Workflow: Changes the Leads' Dispositions and triggers related Workflow Automations.
A message will appear confirming the task was successful.
9.) Click the Close button.