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.

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