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.

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