In This Article

In order for Agents to accomplish a follow-up call, they had to do three steps; put the dialer on “not available”, then click the Quick Dispo, and then Redial.

Agents often forget to put themselves on not available before they select the Quick Dispo, causing a new Lead to be presented when Available again.

Quick Dispositions have been updated on both Campaigns and Lists to select an Availability, so now when using Quick Disposition it will automatically set the Agent’s availability to a selected Availability based on Disposition.

• This configuration will prevent the Agent from getting another call, allowing them to perform a callback manually.

Set the Agent's Availability to one of the following:

• Ready
  • Available
• Not Ready
  (or Custom Not Ready Statuses)
  • Forced Pause
  • Not Ready
  • Personal Callback
  • Or other custom reason codes

Quick Dispositions with Agent Availability as Ready Status should be used for when the Agent should be presented with a new Lead.

• Example Disposition Statuses include; Sold or Does Not Qualify where there is no need to call the lead back.

Quick Dispositions with Agent Availability as Not Ready Status should be used when an Agent wants to keep the current Lead in order to call the Lead back prior to being presented a new Lead.

• Example Disposition Statuses include; Line is Busy or No Answer. In those scenarios, the Agent would choose one of those Quick Disposition Statuses so that they can more efficiently call the Lead again without having to perform the three steps.

Contents

• Quick Dispositions in Campaigns
• Quick Dispositions in Lists
• Edit a Disposition in Campaigns and Lists

 

 

Quick Dispositions in Campaigns

1.) Click the Call Center main menu.

2.) Click the Campaigns menu option.

The Show Campaign page will open.

3.) Click on a Campaign name, or click the Settings option in the Action column drop-down.

The Campaign Settings page will open.

4.) Click the Dispositions tab.

5.) On the Dispositions tab, scroll down to the Quick Dispositions Settings section.

In the Select Category field, when you make a selection from the drop-down additional fields will appear.

The new Availability drop-down field will appear.

6.) Select a Disposition for the Agent based on the Disposition.

7.) Click the blue Assign Status button.

8.) Click the blue Apply Changes button.

 

Quick Dispositions in a List

1.) Click the Call Center main menu.

2.) Click the Lists menu option.

The Manage Lists page will open.

3.) Click on a List name, or click the Settings option in the Action column drop-down.

The List Settings page will open.

4.) Click the Dispositions tab.

5.) On the Dispositions tab scroll down to the Quick Dispositions Settings section.

In the Select Category field, when you make a selection from the drop-down additional fields will appear.

The new Availability drop-down field will appear.

6.) Select an Availability for the Agent based on the Disposition.

7.) Click the blue Assign Status button.

8.) Click the blue Apply Changes button.

 

Edit a Disposition in a Campaign and List

1.) In the Quick Disposition section, click on the Edit button on the Disposition.

2.) The Update Quick Disposition window will open.

3.) There is a Set Availability field, pick an Availability from the drop-down.

4.) Click the blue Update button.