Customize Voice

Configure Dispositions

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

  1. If you haven't already done so, create the dispositionsClosed Result that the agent or system assigns to the contact when the interaction ends. you want available for agents to apply to interactions from this 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 SettingsDispositions.

    3. Click Create New.
    4. Give the disposition a unique Disposition Name and select a Classification.

    5. Click Create Disposition.
    6. Continue to create dispositions until you have all you want to apply to the skill.
  2. If you haven't already done so, create an unavailable code to be agents' state as they apply dispositions.

    1. Click the app selector and select ACD.
    2. Go to ACD SettingsUnavailable 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 SettingsACD Skills.

  5. Click the 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 security profile 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 SettingsTags.

    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 SettingsACD Skills.

  4. Click the 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.