Customize Voice

Configure Dispositions

Required permissions: Dispositions Create, Unavailable Codes Create, and Skills Edit

Image of the CXone disposition creation page

  1. If you haven't already done so, create the dispositionsClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. you want available for agents to apply to interactions from this ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge:

    1. Click the app selector and select ACD.

    2. Go to Contact Settings > Dispositions.

    3. Click Create New.

    4. Give the disposition a unique Disposition Name and select a Classification.

      Value

      Details
      None The disposition doesn't fit any of the designated classifications.
      Positive w/Amount The outcome of the call was positive and the agent must enter an amount.

      Positive no Amount

      The outcome of the call was positive and the agent is not required to enter an amount
      Negative - DNC - Skill The contact requested to be added to the ACD skill do not call (DNC) list.
      Negative - DNC - BU The contact requested to be added to the business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment DNC list.
      Negative The outcome of the call was negative.
      Other Various bad number responses.
      Retry - Rescheduled Agent Specific The contact requested a callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. with the original agent.
      Retry - Rescheduled Specified Date/Time - Any Agent The contact specified a date and time to reschedule the call with any available agent.
      Retry - Rescheduled Later Date/Time Unspecified The customer requested a callback but didn't specify a date and time.
      Retry - Not Available The requested person wasn't available.
      Retry - Answering Machine The call reached an answering machine but the record can be dialed again later.
      Final - Answering Machine The call reached an answering machine and no more attempts will be made on the record.
      Fax Machine The call reached a fax machine. The number of retries on the number is determined by the retry settings.
    5. Click Create Disposition.
    6. Continue to create dispositions until you have all you want to apply to the ACD skill.

  2. If you haven't already done so, create an unavailable code to be agents' state as they apply dispositions.

    Image of CXone unavailable code creation page

    1. Click the app selector and select ACD.
    2. Go to ACD Settings > Unavailable Codes.
    3. Click Create New.
    4. Enter the name of the code in the Unavailable Code Name field.
    5. Select Post Contact.
    6. If you want to change the default period of time (120 minutes) an agent can spend in an unavailable state before it automatically changes, enter the number of minutes in Agent Timeout (Min).
    7. Click Create Unavailable Code.

  3. Click the app selector and select ACD.

  4. Go to Contact Settings > ACD Skills.

  5. Click the ACD skill you want to edit.
  6. Click the Post Contact tab. 
  7. Set Post Contact Setup to Disposition. 
  8. Set the State to the unavailable code you want your agent to be in during the application of the disposition.
  9. If you don't want to set a time limit on the application of the disposition before the contact is automatically finalized as No Disposition, select Required. Otherwise, set the Max Time Limit to the number of seconds you want agents to have to apply a disposition before it times out, and set the Timeout State to the unavailable code you want agents to enter if they don't disposition a call within the Max Time Limit.

  10. In the Select Dispositions to Use with This Skill table, select each disposition you want the skill to use. Click Add.

  11. If you want to adjust the order the dispositions appear in the Agent interface, click the up and down arrows in the Dispositions Assigned to This Skill table.
  12. Click Save.

Configure Tagging

Required permissions: Skills Edit, Tags Create

  1. If you haven't already done so, create tags.

    1. Click the app selector and select ACD.

    2. Go to Contact Settings > Tags.

    3. Click Create New.
    4. Enter a descriptive Tag Name.
    5. Click Create Tag.
    6. Repeat the process to create more tags.

  2. Click the app selector and select ACD.

  3. Go to Contact Settings > ACD Skills.

  4. Click the ACD skill you want to edit to open it.
  5. Click the Tags tab.
  6. Select the tags you want to add.
  7. Click Add Tags.