Dispositions are actions that describes the outcome of a call between an agent and a customer. Dispositions give agents, managers and other representative valuable insight on what happened during a call,
Note
All dispositions created will be usable for dispositions across all campaigns created. Dispositions cannot be created for a single and individual campaign.
The different actions to dispose a lead can be found in the table below:
| Action | Description | Example on When to Use |
|---|---|---|
No More Calls | The lead will be closed and will no longer be fed from the campaign. | When customer request to not be called thereafter |
| Set Public Callback | Next time lead is fed, any representative may receive the lead. | No Answer, voicemail, etc. |
| Set Private Callback | The same representative who initially dispositioned the lead will receive it next time it is fed. | Customer requests callback at a future date/time |
| Move to Language Barrier Queue | Move the lead to a special queue with only a select amount of agents to work on the leads in this queue. | Spanish/french customer when calling lead |
| Email Marketing | Emails the recipient of the lead about more information and a more detailed advertisement about the campaign presented. | |
| Transfer via Slack |
After understanding the different actions of the dispositions, you can create dispositions using the following steps:
Step 1 - Access Disposition Page
Hover over CAMPAIGNS and select DISPOSITIONS.
Step 2 - Create Disposition
To create a disposition, you have 4 different fields to fill in.
| Fields | Description |
|---|---|
| Disposition Name | Select an appropriate name that correspond for the use of the action |
| Action | Action associated to the disposition's name |
| Seen in Callback | Whether or not the disposition will be available when the lead is fed back for callback. |
| Conversion | Whether selecting this disposition is considered as a sales conversion. |
Step 3 - Click "Add Disposition"
Click on Add Disposition to complete the set up. After that, the newly created disposition will then be available for viewing in the list of dispositions. From there, you can also edit, add notes and delete the dispositions.
