Working with Dispositions and Disposition Lists

Dispositions let you categorize the outcome of a call or an interaction with a customer. Agents select dispositions in the CxEngage Agent Toolbar when they wrap up a call.

Disposition lists let you group individual, related dispositions that agents regularly use.

You can add dispositions and disposition lists to the following flows and notations in the CxEngage Flow Designer:

• Work Offer Flow
• Resource Flow
• Transfer
• Click to Dial

To work with dispositions and disposition lists, you need the default Administrator role, or a custom role that includes the permissions listed below.

Dispositions	Disposition Lists
CREATE_DISPOSITIONS READ_DISPOSITIONS UPDATE_DISPOSITIONS SHARE_DISPOSITIONS	CREATE_DISPOSITION_LIST READ_DISPOSITION_LIST UPDATE_DISPOSITION_LIST

 

If you have the default Supervisor role, you can only view dispositions and disposition lists.

You might also be interested in:

• Flow Designer Reference
• Creating Dispositions
• Creating Disposition Lists