Using Call Dispositions
In order for Call Dispositions to appear for Call Centers and Coaching. Teams, Dispositions must first be enabled and created by an Admin.
Agents and Trainees can only log a call disposition on the active desktop or web application after the call was made or received. Once the call has been completed, agents are prompted to select the appropriate disposition code in the post-call wrap-up.
Agents can choose from the top 3 most frequently used disposition codes for their specific call center. To keep your day as efficient as possible, there are two different quick-pick methods to select your desired disposition.
- Search the desired disposition code by typing in the text field, and then selecting from the drop-down menu.
- Click the suggested disposition code links from the 'Most Used' prompt.
The "Most used" prompts are available for Call Centers and Coaching Teams.
Call Dispositions for Zendesk Users
If you're using the Zendesk + Dialpad Integration you will have the ability to log your disposition in the Zendesk CTI.
❗️Dispositions won't log into your Zendesk analytics or tickets if you have this turned on.
❗️The Zendesk CTI will not support hierarchical multi-select disposition codes. Stay tuned though, it's coming soon!
Call Dispositions for Salesforce Users
If you've connected your Salesforce to Dialpad the disposition you set will also log in Salesforce. Dispositions will be stored in the “Call Result” field when the call is logged.
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?
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 Team with dispositions enabled.
Can I log dispositions from the mobile app?
To log dispositions , you must be using the desktop app, or the Zendesk CTI.
Can I log dispositions from a deskphone?
No, we do not offer the ability to log dispositions from a deskphone. You must use the desktop app at this time.
Do notes from the disposition log to Salesforce?
No, not currently. 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 Team calls?
Confirm with your Admin that dispositions are enabled in Coaching Team settings. Internal calls for a Coaching Team 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 Team calls, please reach out to our Support Team.