Overview
Quick Dispositions is a Campaign feature that helps Agents wrap up calls more quickly. Each Quick Disposition configured by the Admin will be available as a button in the Agent Interface. Clicking the button either terminates the call or performs a blind transfer.
Contents
- Before You Begin
- Enable Quick Dispositions in Global Settings
- Configure Quick Dispositions in a Campaign
Before You Begin
- Admins can use Custom and System Dispositions to configure as Quick Dispositions.
- Dispositions are codes that categorize the outcome of a call. These codes describe the results of your Inbound and Outbound calls.
- See Add/Edit Dispositions to learn more about creating Dispositions.
Enable Quick Dispositions in Global Settings
1.) Click the Account main menu.
2.) Click the Global Settings menu option.
The Global Settings will open.
3.) Scroll down to the Enable Quick Dispositions toggle setting.
4.) Set toggle to Yes.
5.) Scroll down and click the Apply Changes button.
Configure Quick Dispositions in a Campaign
1.) Click the Call Center main menu.
2.) Click the Campaigns menu option.
The Show Campaigns page will open.
3.) Click the Name of your Campaign to open the settings.
The Campaign Settings will open on the General tab.
4.) Click the Dispositions tab.
5.) Scroll down to the Quick Disposition Settings section.
6.) Configure your Quick Dispositions:
- (A) Select Category: Choose End Call or Blind Transfer in the drop-down. This setting determines what happens to the call when the Agent selects this Disposition.
- (B) Select Disposition: Choose a Disposition in this drop-down.
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(C) Select Availability: This setting tells the system what Status to assign the Agent when they select this Disposition.
- Don't Set Availability: This option prevents the system from changing the Agent's Status when they select the Disposition.
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(D) Select Transfer Number: Choose the number the system will Transfer the call to when an Agent selects this Disposition.
- This setting only allows numbers defined on the Transfer Numbers page. To learn about adding new numbers, see Add Predefined Numbers for Transferring Calls.
7.) Click the Assign Status button to add the new Quick Disposition. Repeat these steps for each Disposition you need.
All of the Dispositions the Admin configures will appear in the list below. Those set to Blind Transfer will be Blue, and those set to End Call will be in Red.
8.) Click the Edit button to adjust the colors of your Quick Dispositions.
- Having distinctive colors for each Disposition will make it easier for Agents to choose them in the Agent Interface.
The Update Quick Disposition window will open.
9.) Click the Quick Disposition Color button.
- Select the new color in the pop-out.
10.) Click the Update button.
Repeat these steps as necessary.
The arrangement of the Quick Dispositions in the Campaign is how they will appear in the Agent Interface.
The order can be changed by clicking and dragging the Disposition to a new position in one of the two columns.
11.) Click the Apply Changes button.