Enable & Create Call Dispositions
  • 22 Feb 2024
  • 2 Minutes to read
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Enable & Create Call Dispositions

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Article Summary

Call Dispositions allow your team to categorize and/or assign an outcome to every single call. This not only paints a complete picture of each call but also lets you report on every call outcome.

Let's take a look at how to create and enable Call Dispositions.

Who can use this feature

Call Dispositions are available to Dialpad users on an Ai Contact Center or Ai Sales plan. 

Only Office Admins can create Call Disposition Lists. 

Create a Disposition List 

Office Admins can create Call Disposition Lists that can be applied to Contact Centers and Coaching Teams

To create a Call Disposition list, head to your Admin Settings from Dialpad.com:

  1. Navigate to Office Settings
  2. Select Call Disposition Lists
  3. Select Add new call disposition list 
  4. From the pop-out menu, 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 — if you do, this allows a Disposition:sub-disposition.
    • You can add as many Disposition:sub-dispositions as you need.
  5. Select Save Changes once you're finished adding Call Dispositions to the Disposition List

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Call direction

Call Dispositions are applied to 1 of 3 call directions:

  • 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.

This allows Admins to create 1 Call Disposition List but designates which dispositions are for inbound calls vs. outbound calls.

  • If an Admin selects all sub-dispositions 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)

Once created, Office Admins can apply Call Dispositions Lists to Contact Centers and Coaching Teams. 

Enable for Contact Centers

To enable Call Dispositions for Contact Centers, head to your Admin Settings from Dialpad.com:

  1. Navigate to Office
  2. Select Office Settings
  3. Navigate to Call Dispositions List
  4. Select Options > Apply to contact centers 
  5. Select the desired Contact Centers
  6. Select Close to save any changes

Enable for Coaching Teams

To apply Call Dispositions to your Coaching Teams, head to your Admin Settings from Dialpad.com:

  1. Select Coaching Teams
  2. Choose the desired Coaching Team
  3. Navigate to Call Dispositions 
  4. Select a Call Disposition List from the drop-down menu

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

Contact Center Admins and Coaching Team Coaches can enable Call Dispositions for their assigned Contact Centers and Coaching Teams. 

Head to your Admin Settings from Dialpad.com 

  1. Select Contact Centers or Coaching Teams
  2. Choose the desired Contact Center or Coaching Team
  3. Select Advanced Settings
  4. Navigate to Call Dispositions
  5. Select a Call Disposition List from the drop-down menu

If you want to limit the number of disposition codes an agent can choose, be sure to check the box beside Only allow agent to select one disposition code. 

Frequently asked questions 

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

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

Are disposition lists backward compatible?

Yes, all disposition lists are backward 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.

Can I limit the number of disposition codes that can be used by Contact Center agents?

Yes! Contact Center Admins can limit agents to select only 1 disposition code at the Contact Center level. By default, agents will be able to select 2 unless this option is enabled.

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