Creating Dispositions

Disposition codes categorize the outcome of a call or interaction – for example, Sale Made or Case Closed. Agents can select dispositions in Skylight or the Agent Toolbar when they wrap up a call.

To view dispositions in any CxEngage product, your role requires the READ DISPOSITIONS permission. To create dispositions in CxEngage, your role requires the CREATE_DISPOSITIONS permission, which inherits READ_DISPOSITIONS.

To create a disposition:

1. Select Flows > Dispositions.
2. Click Create.
3. Enter a Name for the disposition.
   This name appears in the Agent Toolbar.
4. Optionally, enter the following information:
   • An External ID, which identifies the disposition in an third-party system.
   • A short Description of the disposition.
5. If you want the disposition to be available to children of this tenant, click Shared.
6. Click Submit.

You might also be interested in:

• Wrap Up Time
• Creating Disposition Lists