Use Call Dispositions
End a call if you're part of a Call Center or Coaching Group, and a pop-up will ask for a disposition to be entered.
Keep in mind that dispositions must first be enabled and created by an Admin to appear for Call Centers or Coaching Groups.
Zendesk Users
If you're using the Zendesk + Dialpad Integration you will have the ability to log your disposition in the Zendesk CTI. Please note, the dispositions won't log into your Zendesk analytics or tickets if you have this turned on.
Salesforce Users
If you've connected your Salesforce to Dialpad the disposition you set will also log in Salesforce. When the call is logged, the Dispositions will be stored in the “Call Result” field.
Frequently Asked Questions (FAQs)
Can the user go back and add a disposition after a call has ended and they didn't save one before?
No, not at this time.
Can the user view the disposition chosen and the notes left in the contact history?
No, not at this time. The Call Center or Coach can download the CSV export from analytics to see the dispositions chosen and notes left.
Do dispositions show up on transferred calls?
Yes, as long as it's a transferred call into a Call Center or Coaching Group with dispositions enabled.
Can I log dispositions from the mobile app?
No, we do not offer the ability to log dispositions from the mobile app. You must use the desktop app at this time.
Do notes from the disposition log to Salesforce?
No, only the disposition logs under call results. Notes can, however, be exported from analytics.
What happens if the user doesn’t save the disposition, does this prevent them from receiving more calls?
No, as long as another call doesn’t come in during wrap-up time, the agent will be rung immediately.
Why am I not seeing the option to log a disposition for my Coaching Group calls?
Confirm with your Admin that dispositions are enabled in Coaching Group settings. Internal calls for a Coaching Group will not show the option to leave a disposition. If you are a Trainee and call another Dialpad user within your company, the option to leave a disposition will not appear.
If you'd like to leave a disposition on internal Coaching Group calls, please reach out to our Support Team.
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