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Disposition

Manage call dispositions, outcomes, and categorization systems for comprehensive call tracking, analysis, and reporting.

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Overview

Disposition management allows you to define and categorize call outcomes, enabling detailed tracking of call results, agent performance, and customer interaction patterns.

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Disposition Categories

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Standard Dispositions

  • Sale: Successful sales conversions
  • No Sale: Unsuccessful sales attempts
  • Callback: Scheduled callback requests
  • Not Interested: Customer declined offer
  • Wrong Number: Incorrect contact information
  • Voicemail: Call went to voicemail
  • Busy: Line was busy
  • No Answer: No response to call

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Custom Dispositions

  • Create Custom: Define business-specific dispositions
  • Outcome Mapping: Map dispositions to business outcomes
  • Priority Levels: Assign priority levels to dispositions
  • Follow-up Actions: Define automatic follow-up actions

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Disposition Management

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Create Dispositions

  • Disposition Name: Clear, descriptive disposition names
  • Description: Detailed description of disposition criteria
  • Category Assignment: Group dispositions by category
  • Color Coding: Visual identification through color schemes

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Edit Dispositions

  • Modify Details: Update disposition information
  • Status Management: Enable/disable specific dispositions
  • Usage Tracking: Monitor disposition usage patterns
  • Performance Analysis: Analyze disposition effectiveness

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Auto-Disposition Rules

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Rule Configuration

  • Criteria Setup: Define auto-disposition criteria
  • Condition Matching: Set conditions for automatic assignment
  • Priority Rules: Establish rule priority and conflicts
  • Exception Handling: Handle rule exceptions and edge cases

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AI-Powered Disposition

  • Sentiment Analysis: Auto-disposition based on conversation sentiment
  • Intent Recognition: Disposition assignment based on customer intent
  • Outcome Prediction: Predict likely outcomes during calls
  • Smart Categorization: Intelligent disposition suggestions

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Reporting & Analytics

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Disposition Reports

  • Usage Statistics: Track disposition usage frequency
  • Outcome Analysis: Analyze disposition effectiveness
  • Agent Performance: Agent-specific disposition patterns
  • Trend Analysis: Disposition trends over time

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Performance Metrics

  • Conversion Rates: Track conversion by disposition type
  • Follow-up Success: Success rates of follow-up actions
  • Call Quality: Quality metrics by disposition
  • ROI Analysis: Return on investment per disposition

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Integration Features

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CRM Integration

  • Sync Dispositions: Synchronize with CRM systems
  • Lead Updates: Update lead status based on disposition
  • Pipeline Management: Manage sales pipeline with dispositions
  • Activity Logging: Log disposition activities in CRM

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Workflow Automation

  • Trigger Actions: Trigger actions based on dispositions
  • Email Automation: Send automated emails per disposition
  • Task Creation: Create follow-up tasks automatically
  • Notification Systems: Send notifications based on outcomes

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Best Practices

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Disposition Design

  • Use clear, unambiguous disposition names
  • Maintain consistent categorization across teams
  • Regular review and optimization of disposition sets
  • Train agents on proper disposition usage

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Quality Assurance

  • Monitor disposition accuracy and consistency
  • Implement disposition validation rules
  • Regular audits of disposition assignments
  • Feedback loops for disposition improvement