Enable & Create Call Dispositions

Create a Disposition (Office Admins Only)

Head to your ‘Admin Settings’ from Dialpad.com

  1. Navigate to ‘Office Settings’ 
  2. Click  ‘Call Disposition Lists’
  3. Select ‘Add New Call Disposition List’  Add_new_Disposition.png
  4. A slide-out menu will appear on the right side of the screen
    • First, enter the disposition list name, then select 'Add another' for each disposition
      • The first disposition created is the high-level disposition. You can, but are not required to add a child/sub-disposition relationship. However, if you do, this then allows a Disposition:sub-disposition 

      • You can add as many Disposition:sub-dispositions as you need

Add_Sub-disposition.png

  • Select 'Save Changes' once you're finished adding dispositions to the disposition list

Call Direction

When you create a disposition code, be sure to select which call direction - your choices are 'Everything', 'Inbound' or 'Outbound' 

    • Everything: Disposition code will be available for inbound and outbound calls
    • Inbound: Disposition code will be available for inbound calls
    • Outbound: Disposition code will be available for outbound calls

Disposition_code_call_type.png

This allows the Admin to create 1 disposition list, but to designate which dispositions are for inbound calls vs outbound calls.

    • If an Admin selects all sub-dispositions to be utilized for only inbound or outbound calls, then the high-level disposition can only be applied for 'Everything' or for the direction of the applied sub-dispositions.

 

Enable Call Dispositions (Office Admin)

Call Centers

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From Dialpad.com, navigate to Admin SettingsOfficeOffice SettingsCall Dispositions List.

Select Options Apply to Call Centers and choose the Call Centers, then select Close to save any changes.

Coaching Teams

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From Dialpad.com, navigate to Admin SettingsCoaching TeamsCall Dispositions.

Select a call disposition list from the drop-down menu.

Enable Call Dispositions (Call Center Admins & Coaching Team Coaches)

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From Dialpad.com, navigate to Admin SettingsCall Centers or Coaching Teams > Advanced SettingsCall Dispositions.

Select a call disposition list from the drop-down menu.

Both Call Center Admins and Coaching Teams Coaches can do this.

Frequently Asked Questions (FAQs)

Can I apply different Call Disposition Lists to different Coaching Teams?

Yes, you may apply different Call Disposition Lists to different Coaching Teams.

Are disposition lists backwards compatible?

Yes, all disposition lists are backwards compatible.  All options are available as the high-level disposition code, with the option to add sub-dispositions. The ‘Everything’ direction of all current dispositions lists will be applied so that the disposition codes can be selected for both inbound and outbound calls.

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