SetDisposition

Programmatically specifies the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. of Personal Connection outbound phone calls. If this action is used to define the disposition, the agent's ability to set the disposition in the MAX interface will be suppressed - likewise, if this action is not used to set the disposition, the agent will manually disposition the contact as usual.

SetDisposition is used in the custom script for Personal Connection skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. It can also be used from another script, provided that the call being dispositioned is still connected.

Dependencies

  • Use SetDisposition as early as possible in the script and then to use it again later in the script to update the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. if the script determines that a different disposition is appropriate.
  • The best practice for using SetDisposition is to handle all of the error branches, if only to capture which branch was taken. This practice allows for easier troubleshooting of scripts that contain this action.
  • Calling SetDisposition overwrites any disposition captured by a previous call of the action.

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it.

The icon for the Email script type - a large @ symbol in a diamond.

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

The icon for the SMS script type - a smart phone with a chat bubble coming out of it.

The icon for the Digital script type - a computer monitor with a smartphone next to it.

Generic

 Email Chat Phone Voicemail Work Item SMS Digital

Input Properties

These properties define data that the action uses when executing.

Property

Description

Caption

Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.

ContactID

Specifies a literal contact ID or variable name. This property is exposed to allow scripters to specify the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. of a call from a script other than the custom script for that ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. If you are using the action in the custom script for your skill, you don't need to change this property from it's default value.
Skill

This is exposed to allow scripters to dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. a call from a script other than the custom script for that skill. If you are using the action in your custom script for the skill, you don't need to change the property from it's default value. If you are specifying the disposition from another script, you need to specify the skill that corresponds to the contact you are dispositioning.
Disposition Select a disposition from the drop-down. The disposition selected here will be applied to each interaction that fires this action.

CallbackNumber

Allows the scripter to specify a callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. phone number to be captured with the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.. By default, the originally dialed number is captured. This is analogous to an agent specifying a callback number after the call is complete in their agent client.

CallbackTime

Allows the scripter to specify a callback time to be captured with the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction..

This is analogous to an agent specifying a callback time after the call is complete in their agent client.
Notes

A field to enter any notes. This is analogous to an agent specifying notes after the call is complete in their agent client.

CommitmentAmount

Analogous to an agent specifying a commitment amount after the call is complete in their agent client.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition

Description

Default

Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
Success Path taken if the action completes without errors and any API calls or data returns were successful (2xx response codes).
InvalidContactID Path taken if the system couldn't find a call with the specified contact ID.
InvalidSkill Path taken if one or more SkillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge are found to be invalid.
SkillNotRunning Path taken if the specified skill was not running and the system was unable to capture the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction..
InvalidDispositionCode Path taken if the specified dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. code was not valid for that skill.
SkillNotConfiguredForDisposition ViaScript Path taken if the skill is not configured to capture the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. via a script.
UnableToDetermineBusNo Path taken if the system could not determine the BusNo and was unable to capture the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction..
SpecifiedDispositionHasNoClassification Path taken if the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. code specified on the action is not configured for use with AutoOutbound skills with a specified classification.
InvalidCommitmentAmount Path taken if the commitment amount is invalid. The commitment amount must be a decimal (for example, 5.00 would be valid and sss would be invalid and take this branch).
OnInvalidCallbackTime Path taken if the specified callback time is not valid.

Script Example

This is an example to show how this action can be used in scripts. It is not intended to be a complete script. Additional scripting may be required.

This script is triggered and then immediately goes into setting the disposition. Notice that each disposition option has its own branch.

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