Jump to: navigation, search

How Do I Manage Dispositions?

Dispositions are descriptions of the final outcome of the call. These codes are used to flag calls for reporting purposes. Click Desktop > Dispositions to open the Dispositions view to better manage dispositions.

See How do I set mandatory dispositions? to learn how to make it mandatory for agents to set dispositions.

Important
Only custom created dispositions are displayed in VCC Dashboard.

How do I add new dispositions?

You can add new dispositions by clicking + Add and typing the name of the new disposition:

VCC263 Add Disp.png

Press Enter to add the new disposition name. A Disposition successfully added message appears in the lower right-hand corned when the disposition is added.

Important
If you add a new disposition to VCC Dashboard while agents are logged in, then that disposition does not appear in the drop-down lists in VCC Agent Desktop for agents to select during an outbound, transfer, or consultation call until the agent logs out and then logs in again.

How do I add new disposition groups?

You can add new disposition groups by clicking VCC263 AddDispositionGroupIcon.png Add Group and typing the name of the new disposition group:

VCC263 Add New Group.png

Press Enter to add the disposition group name to the list of dispositions.

How do I add new sub-dispositions to disposition groups?

  • Add dispositions to the disposition group by clicking VCC263 Add Disp Icon.png to the right of the disposition name.
  • Add sub-groups to the disposition group by clicking VCC263 AddDispositionGroupIcon.png to the right of the disposition name.

How do I edit dispositions?

You can rename dispositions by clicking the name of the disposition you wish to edit and typing the new information. Press Enter to update the disposition name. A Disposition group successfully added message appears in the lower right-hand corned when the disposition group is added.

Important
If you edit a disposition in VCC Dashboard while agents are logged in, then that new disposition does not appear in the drop-down lists in VCC Agent Desktop for agents to select during an outbound, transfer, or consultation call until the agent logs out and then logs in again.

How do I delete dispositions?

You can delete dispositions or disposition groups by selecting the disposition to delete from the list and clicking DeleteIcon.png Delete. A Delete Dispositions dialog box appears:

  • Click Delete to remove the disposition.
  • Click Don't Delete to return to the Dispositions view.

A Successfully Deleted Disposition(s) message appears in the lower right-hand corned when the disposition is removed.

Important
  • If you delete a disposition, it still shows up in the VCC Agent Desktop drop-down lists until the agent logs out and then logs back in again.
  • When deleting a disposition, the system might not respond after you click Delete to confirm the deletion of the disposition code.
    • If this happens, refresh the browser window.
    • If refreshing the browser session does not work, then you must log out and log back in again.

How do I search for dispositions?

Use the search tool to find a specific disposition by typing the name of the disposition into the Quick Filter field:

VCC263 Quick Filter Teams.png

Press Enter to start the search or click X to clear the search field.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on February 19, 2016, at 03:25.