<aside> <img src="notion://custom_emoji/43741957-c26f-4195-85a2-0c607c0adcf1/24ff0d27-c798-80b3-93d7-007adfc427ca" alt="notion://custom_emoji/43741957-c26f-4195-85a2-0c607c0adcf1/24ff0d27-c798-80b3-93d7-007adfc427ca" width="40px" />

Dispositions are call tracking metrics your agents can choose from during and after the call. Review the documentation to learn how to create these for your team

</aside>

Table Of Contents

Creating a Disposition

1. Navigate to Settings > Dispositions

2. Click on + Add Disposition.

   

Enter Disposition Details

1. Name: Provide a short, descriptive name for the disposition (e.g., "Sales Outcomes").

2. Prompt: Enter the text to display when prompting users (e.g., "Select the call outcome").

3. Tool-tip: Provide a brief explanation for users (e.g., "Choose the result that best matches this call").

   

4. Call Direction: Select from:

   • All Calls: Applies to both incoming and outgoing calls without any restrictions.

   • Incoming: Targets calls coming into the system.

   • Outgoing: Applies only to calls initiated from the system to external destinations.

     

5. Call Type

   • Refine the scope (available options vary by Call Direction):

     

     DID Calls

     • Focuses on calls routed to specific DID numbers (e.g., departmental or campaign-specific numbers). (Incoming only)

       

     Queue Calls

     • Targets calls routed through selected queues, ideal for tracking team or queue-specific performance. (Incoming only)

       

     User

     • Applies to calls answered by specific users

       

     User Groups

     • Filters calls handled by members of specified user groups.

       

6. Enabled: Toggle ON to activate the disposition for users.

Defining Disposition Values

• Navigate to the Values tab while creating or editing a disposition.

1. Add the specific results users can select (e.g., "Resolved," "Escalated," "Follow-Up")
2. Delete value
3. Arrange values in the order you want them to appear:
   • Drag values using the reorder tool.
   • Place the most frequently used options at the top.
4. Sort alphabetically
5. Set a default value if applicable (optional).

   • Select from the options that were previously created in the step above

     

Managing Dispositions

Edit an Existing Disposition