Digital dispositions label digital interaction outcomes during wrap-up, support required agent selections, and enable reporting. Admins can enable them with Wrap-up, while system-generated dispositions cover timeouts, supervisor takeovers, and transfers. Dispositions can be viewed in histories and analyzed through usage and agent leaderboards.
Digital Dispositions help your team track and organize the outcomes of digital conversations. Agents can add disposition codes to inbound and outbound interactions, making it easier to understand what happened during a conversation and track results in your analytics.
When a conversation ends, agents enter Wrap-up and can select a disposition to categorize the interaction before moving on to their next conversation.
Let's dive into the details.
Who can use this
To create a digital disposition list, you must be an Office Admin.
Refer to our Pricing Page to see if you have access to this feature. If you have any questions about your plan, reach out to your Customer Success Manager or Dialpad Customer Care.
Enable Digital Dispositions
To enable Digital Dispositions in your Contact Center, go to your Contact Center Advanced Settings.
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.
- Go to Dialpad Admin Settings
- Select Contact Centers and select the desired Digital Contact Center
- Go to Advanced Settings
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Under Agent settings, enable 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
Tip
If you need to create a new Disposition list, check out this Help Center article.
You can also assign a disposition list to a digital Contact Center from your office settings.
To enable Digital Dispositions from your Office Settings, go to your Dialpad Admin Settings
- Select Office > Office Settings
- Go to Call Disposition Lists
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From the list, select Options > Apply to contact centers
- Select the Contact Center
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Select Close
Note
If you assign a disposition list to a Contact Center from your Office settings, Wrap-up automatically turns on with a 60-second timer.
You can adjust the timer in your Contact Center settings.
System-Generated Dispositions
Dialpad automatically assigns dispositions in certain situations, helping supervisors understand what happened during an interaction, even when an agent doesn't select a disposition.
There are three system-generated dispositions:
| Dispositions | When it's applied |
Wrap-up timeout |
Added when the Wrap-up period ends before the agent adds a disposition. |
Supervisor takeover |
Added to the agent’s interaction segment when a supervisor takes over the interaction. |
Wrap-up ended by Transfer |
Added when a customer is transferred or routed back to an agent who is in Wrap-up. |
These dispositions are automatically added by Dialpad, so agents don't need to select them manually.
How Digital Dispositions work
Digital Dispositions work alongside Wrap-up, giving agents time to finish their work before receiving another conversation.
| Agents handling one interaction at a time |
When an agent finishes a conversation, they can select a disposition and continue using their remaining Wrap-up time. If only Wrap-up is enabled, the disposition panel won't appear. |
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Agents handling multiple interactions
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Agents handling multiple digital conversations can continue working on their other active interactions while one conversation is in Wrap-up. Keep in mind that conversations in Wrap-up still count toward the agent's interaction limit. For example, if an agent can handle three conversations at once and one enters Wrap-up, they can continue working on the other two. However, they won't receive another conversation until the Wrap-up interaction is complete. |
| Session timeout |
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| Agents handling one interaction at a time |
When an agent finishes a conversation, they can select a disposition and continue using their remaining Wrap-up time. If only Wrap-up is enabled, the disposition panel won't appear.
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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 labeled 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
Digital Disposition Analytics help you understand how your team uses disposition codes and track conversation outcomes over time.
You can view:
| Top dispositions | View the five most-used digital dispositions. |
| Disposition trends |
View a line graph showing how often each disposition was selected over time. Hover over a point to see details for a specific day. |
| Disposition totals | See how many times each disposition was selected during your chosen date range. |
| Disposition leaderboard |
Review dispositions and sub-dispositions, and select a count to see the related interactions. |
| Agent leaderboard |
See disposition activity by agent and select a value to review the associated interactions. |