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,
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.
| 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 |
