Step 4: Create a Disposition List
Dispositions let you categorize the outcome of a customer interaction. Disposition lists are assigned to resources receiving interactions. Agents select a disposition code from a list when they wrap up a call. You must first create the individual disposition codes and then you can create a disposition list that includes a selection of those codes.
Creating a Disposition Code
Disposition codes are the individual codes that are used to identify the nature or outcome of your customer interaction.
- Go to Flows > Dispositions.
- Click Create.
- Enter a Name for the disposition. For example, Sale Made. This is the name that will be displayed to agents when selecting the disposition from a list.
- Optionally, enter a brief Description of the disposition.
- Click Submit.
- Repeat steps 2 through 5 for any additional dispositions that you want to have available. For example, No Sale, Technical Issue Resolved, Technical Issue Not Resolved.
Creating a Disposition List
Disposition lists are a collection of individual disposition codes and are assigned to resources receiving interactions.
- Go to Flows > Disposition Lists.
- Click Create.
- Enter a Name for the disposition list. For example, Sales Dispositions. This is the list name that will be displayed to agents when selecting a disposition list.
- Optionally, enter a brief Description for this list.
- Click the "+" symbol (
) to add a new list item.
The Select a disposition drop down menu appears. - Select the disposition code that you want to add to the list.
- Repeat steps 5 and 6 for any additional dispositions that you want to add to the list.
- Optionally, use the up and down directional arrows to reposition the disposition order in the list.
- When your list is ready, click Submit.
Watch the CxEngageTraining video to see this in action:
