Disposition

Disposition

Creating Dispositions to use with manually dispositioning worlkitems

An Administrator has the ability to configure the system so that a use Dispositions. Dispositions are used by a User following the termination of a work item. The User will be presented with a list of options in a drop down list. The User needs to select the Disposition that most accurately describes the status of the workitem

eg. Solved if the reason for a call is resolved OR No Answer If no one answered an outbound call. Dispositions can be created and configured by workitem type. They can also be assigned by campaign.

NOTE the Dispositions you create here are used when a user needs to Disposition a workitem that is on his screen. This will not effect the calls that are automatically dispositioned by the system. Those Dispositions are configured under Dialer Actions for Predictive calls

Name

This is where you enter the Name of the Disposition. The name should be descriptive and easily understood by the system users. eg. Busy

Description

Description field is where you enter the description of theDisposition This is where you can further elaborate on the purpose of the Disposition This field is displayed on the creation page but it not not displayed when a user is choosing a Disprsition

Workitem Type

Dispositions can be filtered by workitem type. in other words you may wish for a particular Disposition to only be used with certain workitem types eg. you may create a disposition of Spam and only want the user to be able to use this Disposition for emails and SMS

NOTE if no workitem types are selected than the Disposition can be used by all workitem types

To filter a Disposition by workitem select the file icon to the right of Workitem Type A pop up window will open with the list of workitem types. Select the checkbox next to each of the workitem types you wish to add and select OK. When you select OK the workitem types you selected will be visible below Workitem Type

To remove workitem types you can either select the + symbol to the right of Dispositions and unselect the checkbox next to each of the dispositions you wish to remove OR you can select the red trashcan icon on each of the workitem types you wish to remove. Remember you still need to assign this Disposition on the campaign before users are able to use this Disposition

*Below is a list of all the workitem types

  • Chat
  • Email
  • Inbound Call
  • Inbound Fax
  • Inbound SMS
  • Outbound Call
  • Outbound Email
  • Outbound Fax
  • Outbound SMS
  • Predictive Call
  • Progressive Workitem

Action

When you create a Disposition you must also select what action should occur

If you create a Disposition of DNC you would most likely select the action of Do Not Call which would add the number to the local Do not call list for your company Or if you create a *Disposition of “Busy number” you would most likely want to choose the action of Busy

Answering Machine

will treat the call as an Answering Machine. You can configure how long the dialer will wait before calling the customer back under Callback In

Busy

*will treat the call as a * Busy number, You can configure how long the dialer will wait before calling the customer back under Callback In

Callback

Users will select a date and time for the Callback from a pop up window with a calendar

Do Not Call

will add the number to the local Do Not Call list for your company and remove from the dialer list if the outbound call originated from a predictive or progressive list

Fax Machine

will treat the call as a Fax Machine and remove it from the dialer list if the outbound call originated from a predictive or progressive list

Invalid Number

will treat the call as a invalid Number and remove from the dialer list if the outbound call originated from a predictive or progressive list

No Answer

will treat the call as a No Answer call, You can configure how long the dialer will wait before calling the customer back under Callback In

Personal Callback

Users will select a date and time from a pop up window with a calendar

Remove From List

will remove the number from the list of numbers to dial

Rest API

Is used to retrieve or save data into 3rd party databases
To choose a Rest API select the file icon to the right of Rest API. A pop up window will open with the list of **Rest APIs you have previously created. Choose one and select OK

Resolved

Enabling Resolved will mark the workitem as Resolvedindicating no further action is required

To enable Resolved click on the toggle switch, the switch will change to the ON position. To disable click on the toggle switch again the switch will change to the OFF position.

Force Survey Validation

Enabling Force Survey Validation is used with surveys. If a survey has a mandatory field that is not completed selecting a disposition that has Force Survey Validation will alert the user to complete the mandatory fields before selecting this disposition

To enable Force Survey Validation click on the toggle switch, the switch will change to the ON position. To disable click on the toggle switch again the switch will change to the OFF position.

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.