Dispositions

A Disposition corresponds to the outcome of the call. Each company’s Dispositions are customized to fit their specific process. The Disposition is the last thing you should select to complete the call process. It logs the call with the outcome and perform pre-determined automation within your CRM. It also sends you on to your next call (if connected to a Campaign) or send you back to the ready state (if using Click to Dial or Queues).

Dispositions After Session Disconnect

Typically, you’ll want to disposition the final call of your dialing session before ending your session. However, we’re all human and make mistakes sometimes. If you forget and hang up your phone before selecting a disposition for your last call, the call remains under the label "Calls To Disposition."

If you only have one call remaining to disposition, it is selected by default, and you'll be able to select a Disposition.

If your organization has Call Waiting enabled, you may have up to two Calls to Disposition at a given time. In this case, the selected call is highlighted in blue. Select a call by clicking on it, then select the correct Disposition for the call.

Read more about Logging Disposition Fields if your organization is configured to use them.

Go To active Record

You may notice that your dispositions are greyed out and that you are unable to select them while an orange button shows "Go To Active Record". This happens when the phone number is associated with a record in Salesforce but you are not on this record which results in not allowing you to disposition the call. Clicking the "Go To Active Record" button takes you to the active record which makes the dispositions active and allows you to disposition the call.

Before:                                                               After:

Disposition Notes and Help Text

Admins can enable the optional Notes and Help Text features that may need an additional step to be completed before the disposition saves. The Notes option opens a text box in the dialer after selecting the disposition to enter a note that will be saved to the record matching the number you dialed. The Help Text shows a custom message when you mouse-over the disposition or the blue circle "i" above the text box if created by your admin.

Flag a Call for Review

When an agent checks this box, the call will be flagged and can be viewed in workspace recordings at a later time.

No Advance Dispositions (Campaigns Only)

When dispositioning calls from a Campaign and a record stays on the dialer instead of advancing to the next record, it is due to a No Advance setting on that specific disposition. When a record has more than one phone number/email to be reached at, the No Advance setting keeps the record on the dialer for more than one attempt to be made to reach the client. After all attempts to reach a client have been made and the call has been dispositioned, select the Get Next Number button and your Campaign advances to the next record.

What to do if a wrong disposition is chosen

Once a disposition is saved, it can't be changed. But you can quickly call the record again, hang up and select the right Disposition. Just leave a note in the notes box of what you did and why, so that your manager isn't confused when looking at the reports.

Note: "Dispo Without Dial" calls are often sent to the Retry Worker. This is because the insert and update attempt to run simultaneously and can fail if the update completes before the insert (since the update can't run if the insert isn't complete). In the Standard package, the activity will log as "DialSource Unlinked Call" and is updated by the retry worker; "DialSource Unlinked Call" will appear in the user's History tab. In the Enterprise package, the DSA logs normally, the related Task (if applicable) will log as "DialSource Automated Call" and the DSA will appear in the History tab.