Overview
Dispositions describe the outcome of inbound and outbound calls. Admins use Dispositions to monitor the trends of their Leads. A comprehensive list of Dispositions can improve reporting and metric tracking.
In this article, we will walk through how an Agent can change or update a Lead's Disposition.
Note: Not all Agents have permission to Redisposition Leads. Admins can also Redisposition Leads in the Admin App.
Contents
Redispositioning a Lead
1.) Click the CRM icon (white folder).
The CRM panel will open on the Leads tab to the left.
2.) Type your query into the Search bar:
- Lead's First Name (Must be exact spelling.)
- Lead's Last Name (Must be exact spelling.)
- Lead's Phone Number
- Lead ID
3.) Click the Lead to open the Lead Form.
4.) Click Redisposition in the More drop-down.
The Redisposition Lead window will open.
5.) Configure how the Lead will be modified. You can also set up a callback for this lead using the Callback fields(C-E).
- (A) Modify Lead Status: Check this box confirming that you will change the Lead's Status.
- (B) Status: Select a the new Disposition in this drop-down.
- (C) Callback's Time Zone: (Optional) Select the Timezone for the Callback in this drop-down.
- (D) Callback's Time: (Optional) Select a date and time for the Callback in the Calendar popout.
- (E) Callback Type: (Optional) Select Personal or System Callback in this drop-down.
6.) Click the Redisposition button.
You will see the Lead's Disposition change in the Leads tab.
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