Note: if your org has migrated dispositions over to Denali Workspace, information about dispositions can he found in this article.
Creating a New Disposition
To create a new Disposition, enter the name of your Disposition in the text box and click the Submit button.
Note: Disposition Creation may be impacted by a known bug inside of the DS Admin tab. If you attempt to make a new disposition, but it does not show in the list, please use this workaround to successfully create a new one:
Right-Click on the pencil icon in DS Admin and click Open Link in New Tab.
Type name of new Disposition in the new tab and your Disposition will now show in the list.
Dispositions can be viewed and managed in the table as shown below.
The Dispositions table contains the following:
- Sort – The sort order in which the Dispositions will appear in the Conquer Voice panel (feature not currently deployed).
- Disposition – The name of the Disposition. Double click to edit the name.
- Notes – Shows whether each Disposition requires notes.
- DNC Time – Shows the amount of Do Not Call (DNC) time in hours that is applied to the record by the Disposition.
To delete a Disposition, check the box next to the Disposition name and click the Delete button.
While the Sort Dispositions feature has not been deployed yet, the menu exists to set the order. To adjust the order of the Dispositions, click the "Edit Order" button to bring up the Dispositions re-order menu:
Drag and drop the Dispositions into the new order. The Sort numbers will reflect the previous sort order until you click Save to save your changes.
To turn allowing notes on or off for a Disposition, check the box and click the “Toggle Notes” button.
Note: Toggling notes on will not make them required. Agents can click "Save" without writing any notes.
To access the options for an individual disposition, click on the Options button to open the Disposition Options.
The Disposition Options contains the following:
- Recycle Logic
Dispositions can have a set amount of Do Not Call (DNC) time in hours. To apply the DNC time to a record in all campaigns, check the Global checkbox.
Note: DNC time has to be something other than 0.
If this box is checked, the DNC time will be applied to the Dispositioned record across all Campaigns. If unchecked, DNC time will only be applied to the Campaign in which the call was made.
- Record Linking (Available to customers upon request)
If Allow disposition without linking is checked, that Disposition will be available on unlinked inbound calls. If unchecked, the Disposition will require an inbound call to be linked in order to be available. If Disable when linked is checked (which requires Allow disposition without linking to be checked), the Disposition will only be available for unlinked calls and will not be available for linked calls.
- Campaign Behavior (No Advance Dispo)
If a record has many phone numbers, dispositions can be configured to stay on a current campaign record after disposition. Enable this option to allow calling multiple numbers on a record before advancing to the next record. See the Add a New Campaign guide for more information on setting up a campaign with multiple phone numbers on a record.
Note: Customers should create a new Disposition specifically for "No Advance" to avoid automation triggers from running that may produce unwanted results intermediate dispositions on records that should not advance record status while calling on campaigns.
For best practices on post-call automation, refer to our Post-Call Automation in the Process Builder guide.