Disposition

An agent can use the Disposition widget to set the telephony/business outcome for an outbound and inbound call(based on the admin configurations).

By configuring a business outcome, the agent can define rules for recall and closure for each business outcome. The Disposition widget allows an agent to set the telephony/business outcome for the call.

Tags

The Disposition widget distinguishes categories (such as Active, MCD, and Skip Trace) and their associated call types (such as Inbound, Outbound, and Manual Outbound) using color tags, making it easy for agents to identify them while setting a disposition. Categories are highlighted in green, while their call types are displayed in blue.

The widget also displays relevant details, such as the mode and contact number, above each label where applicable.

Here’s how the categories and their call types are displayed:

Active Category

Includes three call types:

• Inbound: Displays contact number.

• Outbound: Displays mode and contact number.

• Manual Outbound: Displays contact number.

MCD Category

Does not have associated call types but displays mode and contact number.

Skip Trace Category

Shows either Mode or Contact as sub-types.

The following screenshot depicts the Active category, the Manual Outbound call type tagged, and the contact number.

Multi Campaign Disposition

The agent can navigate to the Multi Campaign Disposition (MCD) pop-up, which contains a list of MCD records, directly from the Outcome Widget. The button for accessing this pop-up is available in the agent view based on the admin configurations.