This article will guide you on how to use the Quick Dispositions feature.
This feature will help the agent disposition a call quickly. It needs to be configured on a campaign. You can do this by assigning a disposition to action for "End The Call" or "Blind Transfer" and send the call to a campaign predefined numbers.
The first step is to enable Quick Dispositions settings under Global Settings.
To do this, go to the Admin dashboard, click on Account and select Global Settings.
Scroll down and look for Enable Quick Dispositions and set it to Yes.
Note: For newly created accounts, Enable Quick Disposition is turned on by default.
Once the Enable Quick Disposition is set to Yes, you need to go to your campaign settings to configure the Quick Dispositions Settings.
Click on Call Center and select Campaigns.
Search for your campaign and go to the settings.
Click on the Disposition tab.
Note: For newly created accounts, there will be a Default Quick Disposition already configured.
For custom setup, scroll down at the bottom and look for Quick Dispositions settings.
Select a Category either Blind Transfer or End Call and choose a status that you would like to assign to it. For the Blind Transfer category, you need to select a predefined number that is configured on the campaign (Click on the link on How to Add Predefined Numbers).
Helpful Note: Users/Agents won't be able to use a quick disposition of type: transfer, unless there is an active call or there was a leave conference done before.
Click on Assign Status to add them to the categories.
You can arrange each disposition that will appear for your agent interface by dragging it up and down or across the table.
Note: Blue label is Blind Transfers and Red is for End Call. You can also change their colors by clicking on Edit and select the color you want to use.
Use the color palette, select the color, click on Choose and click on update button.
Click on the Apply button to save changes.
This is what it looks like in the Agent Interface.
Click on Apply Changes once.