Digital dispositions help your team label and track digital channel outcomes—whether completed, sent to voicemail, or requiring a follow-up call. This keeps customer interactions organized and provides clear, actionable digital channel reporting.
When a conversation ends, the interaction starts the agent's Wrap-up time and opens the digital dispositions panel. Agents can add the appropriate disposition to the interaction. If dispositions are enabled, agents are required to add a disposition before they can end their Wrap-up time.
Who can use this
Digital dispositions are available to Dialpad users on a Dialpad Support or Dialpad Sell Plan.
To create a digital disposition list, you must be an Office Admin.
Early Adopter Program (EAP)
This feature is currently in the Early Adopter Program and is not yet available to all users. For more information, please contact your Customer Success Manager.
Enable Digital Dispositions
To enable Digital Dispositions in your Contact Center, go to your Dialpad Admin Settings:
Select Contact Centers and select the desired Contact Center
Go to Advanced Options
Under Agent settings, enable the Include a post-conversation wrap-up time before agents can receive their next conversation option
Under Dispositions, select an option from the Disposition List drop-down menu
If you need to create a new Disposition list, check out this Help Center article.
Note
To enable Dispositions in your Contact Center, you must first enable Wrap-up. If Wrap-up is not enabled, admins can’t enable Dispositions.
System-Generated Dispositions
System-generated dispositions for specific scenarios are created for digital interactions, such as timeouts or customer abandonment. There are three system-generated dispositions:
Wrap-up timeout | When the Wrap-up period expires and the agent has not added any dispositions. |
Supervisor takeover | When a supervisor takes over an interaction from an agent, the supervisor is automatically added to the agent's segment of the interaction after the takeover. |
Wrap-up ended by Transfer | When an agent is in Wrap-up for a conversation, and the customer is transferred or routed back to the agent in the middle of the wrap-up. |
Note
If no disposition is added, the "Wrap-up timeout" disposition is automatically applied. This informs the supervisor that the agent didn’t add their own disposition.
Dispositions Behavior
Digital disposition behavior can follow these different pathways:
Agent load allowance is only 1 interaction at a time | Agents can only handle 1 interaction at a time before moving on to the next interaction.
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Agent load allowance of more than 1 digital interaction at a time | Allows agents to handle more than 1 digital interaction at a time. If, for example, an agent has a load allowance of 3 interactions at a time, if an agent is in Wrap-up on one interaction, they can still be working on the other two interactions they have open.
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Session timeout with no Agent interaction | The session times out if an agent doesn’t engage with a digital interaction in their queue
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Session timeout with agent interaction | The session times out if an agent opens and interacts with a customer, but then stops. The interaction idles and times out. The agent's wrap-up window and timer will display. |
Create, edit, and delete Digital Dispositions
Creating, editing, and deleting Digital Dispositions follow the same process as Call Dispositions.
Read this Help Center article to find out more information.
Viewing Dispositions
After completing the wrap-up and adding the disposition to the interaction, you can view past interactions with their labelled dispositions. You can view past interactions with dispositions in 3 different ways:
Conversation History
The conversation history view for each interaction includes the dispositions added to the interaction, including a drop-down menu, Post Conversation Details. This outlines all segments for that interaction and the dispositions assigned to both the conversation and each segment. You can also filter on digital dispositions to see all digital interactions.
Session History
A disposition column and disposition filter are available in the Session History view, under the Monitor Digital section. This allows all admins and supervisors to view session history across their digital Contact Centers and the disposition codes assigned to each call.
Each interaction can be expanded to show all associated segments and the dispositions added for each segment.
Historical Conversation View
Dispositions are available for digital interactions under the History tab of the My conversations view. You can view past interactions with specific users, view the disposition, and view the details of that interaction.
Digital Disposition Analytics
You can view digital disposition analytics, similar to what is available for voice dispositions. Digital disposition analytics provide you with:
The top 5 most utilized digital dispositions.
A line graph showing the dates dispositions were selected and the frequency on those dates.
An option to hover over a point on the line graph, providing more detailed information for that specific disposition and day.
A display of each disposition and the number of times it has been selected within the filtered timeframe, below the line graph.
A dispositions leaderboard showing the different types of dispositions used and the sub-dispositions related to the main disposition. You can select any disposition quantity to view all interactions related to that disposition.
An agent leaderboard displaying their disposition data. You can select a data point in the leaderboard for any agent to show their interactions for all their dispositions or a specific disposition.
Frequently asked questions
How can I join this Early Adopter Program (EAP)?
If you want to take part in the Early Adopter Program (EAP), contact your Customer Success Manager or Customer Care.
How can I provide feedback on this feature?
A huge part of the EAP process is getting your feedback on what’s working and what needs more attention before publicly launching the feature.
Please contact our Customer Care team (or your Customer Success Manager) to provide us with your thoughts.
Please note that we may use your responses in marketing promotions for the product launch (don’t worry, we will ask for approval before doing so).