Call Disposition
When a call has concluded, the CSR can give a final disposition to the phone call. The Call Disposition List is in the Telephone Integration Settings section. Here, each company can add their own Dispositions.
When a Disposition is added, there are 2 additional settings
- Note
- Default
Regarding the Note, the company can require that a Note or Description is added when a particular Disposition is used for a phone call.
Regarding the Default, here, the company can set which Disposition displays as a default when the popup is displayed to the CSR.
The Call Disposition for a particular phone call can be changed in the Call Summary Dashboard.
Call Dispositions are tracked in the various reports in the software - both in the main Call Log Report and in the Dashboard Report Widgets.
Screenshots
Setting - Declined Call Reasons
How to Set Call Disposition for a Phone Call
Notes:
- Call Dispositions can be either a required field for the CSR or optional. This determination is a separate setting - Make Call Disposition Required - found in the Incoming Call Actions section of the Telephone Integration General Settings.
- Please note if the Caller hangs up before the CSR clicks the End Call button, then the CSR will not have the ability to immediately set the Call Disposition. Rather, the CSR will need to find the call in the Call Summary Dashboard and edit the status.
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