Call organization can go a long way to providing customers with a proper experience that guarantees consistency and satisfaction. Custom Dispositions enable agents to select previously set outcomes as soon as a call ends, making it easy to trigger automations and keep consistent call documentation.
Applying Call Dispositions #
- Make or receive a call in the mobile app.
- Once the call ends, you will see a list of all your custom dispositions in the post-call view.
- If your desired disposition is not visible, click Choose Another Disposition to view more options. Then choose one outcome (e.g., Follow Up, Qualified, etc.).
If you’re managing multiple locations within your account, ensure you’ve selected the correct one before applying the disposition, as there is no cross-sub-account support. To do so, tap Switch on the call end screen to switch to the correct sub-account and then apply the disposition.
Custom Dispositions bring structure, speed, and clarity to voice call management. They empower teams to act faster, analyze performance more effectively, and ensure no call outcome is overlooked. We hope you enjoy using this new standard to enable real-time automation and enhance reporting.
Frequently Asked Questions #
When can I apply a call disposition? #
Once a call ends, a list of all your custom dispositions appears in the post-call view, where you can select an outcome.
What if I don’t see the disposition I need? #
Click Choose Another Disposition to view more options, then select the outcome that applies, such as Follow Up or Qualified.
Do call dispositions work across sub-accounts? #
No. There is no cross-sub-account support, so you must be in the correct location before applying a disposition.
How do I switch to the correct location before applying a disposition? #
Tap Switch on the call end screen to move to the correct sub-account, then apply the disposition.
Where are custom dispositions configured? #
Dispositions are previously set outcomes that agents select after a call, so they must be configured as options before they appear in the post-call view.
Why should I use custom call dispositions? #
They keep call documentation consistent, trigger automations, and improve reporting and performance analysis by ensuring no call outcome is overlooked.
