Amazon Connect

Outcome for Inbound and Manual Outbound Calls

Outcome

The Disposition widget consists of the Parent and Child Business Outcomes drop-down menus and Comments field.

• Parent Business Outcome: Select the parent business outcome for this call.

• Child Business Outcome:  Select the child business outcome for this call.

• Comments: Record the necessary information based on the conversation with the customer.

After providing the required information, click Submit.

Based on the configurations for setting disposition, the agent can set the disposition during the call or in the After Call Work (ACW) state before moving to the next call. The admin configurations control whether setting disposition is mandatory or optional for an agent.

Agent Experience in Non-Mandatory Disposition Setting Scenarios

Agents can set disposition for inbound and manual outbound calls. In this scenario,

• Agents can set the disposition during the call or in the ACW state after disconnecting the call.

• If set before disconnecting, the agent moves to the ACW state, and the Clear Call button is available to clear the call.

• Clicking Clear Call transitions the agent State to the previous or next state. This means agents return to the state they were in before taking the call.

• Agents can clear the call without setting a disposition if it is not mandatory.

Agent Experience in Mandatory Disposition Setting Scenarios

In this configuration, setting a disposition becomes mandatory for agents. Based on the configured parameters for mandatory disposition, the agent experience varies.

1. Mandatory Disposition Enabled: If mandatory disposition is enabled, the Clear Call button is not available until the agent sets the disposition. After setting the disposition, the button is available for the agent to clear the call.

2. Mandatory Disposition and Auto Call Clearing Enabled: When both mandatory disposition and auto call clearing are enabled, this is the agent’s workflow is as follows:

   • During Call - If an agent sets disposition during the call, the call automatically clears after the disconnect.

   • No Disposition Set - If the agent does not set a disposition during the call, then the agent gets into the ACW state, but the Clear Call button is unavailable. After the agent sets disposition, the call is auto-cleared.

   • ACW Timer Expiry: If the agent does not set disposition during the call, then the agent gets into the ACW state after the call is disconnected. If the ACW timer expires, the agent transitions to the previous or next state. This means agents return to the state they were in before taking the call.

   • Manual State Change: Agents can manually change their state using the Agent State drop-down menu.

3. Mandatory Disposition, Auto Call clearing, and Block State Change on ACW Enabled: When mandatory disposition, auto call clearing, and Block State Change on ACW are all enabled, the agent encounters the same experience mentioned in the Mandatory Disposition and Auto Call Clearing Enabled section for the following scenarios:

   1. During Call

   2. No Disposition Set

   3. ACW Timer Expiry

The difference in agent experience occurs only when the agent wants to change the state manually. With Block State Change in ACW enabled, agents cannot manually change their state using the Agent State drop-down menu until the ACW timer expires.