Dispositions

Dispositions are statuses that apply to interactions based on the result or overall sentiment of the interaction. This can include marking interactions where the contact was angry, when a payment was taken, when a callback was scheduled, and so forth. Agents can apply dispositions to interactions as part of their after-contact work (ACW)Closed State that allows an agent to complete work requirements after finishing an interaction. Others can be applied by the CXone system as a result of your specific configuration and scripts. Dispositions can trigger other actions, such enabling agents to schedule a callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue., adding the contact to the do not call (DNC) list, finalizing the record, and so forth.

You can configure preview dispositions for your ACD skills where agents are presented a contact to accept or reject before the interaction begins. Preview dispositions enable the agent to reject the contact while applying a disposition.

Each disposition has an audit history tab that displays a table of information about the creation and last modification of the disposition. You can see what was modified, when it was modified, and who did the modification. Audit history tables can become very large, so you can use search and filter tools to limit the display.

Key Facts About Dispositions

  • You can configure custom agent dispositionsClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. and associate them with reporting categories, such as their being positive or negative. These categories summarize outcomes and provide industry KPI metrics such as conversion rate and performance per hour measurements you can find in the report.

  • If you configure dispositions for an ACD skill, but don't make dispositions required, the system treats all interactions for that ACD skill as final if the agent doesn't select a disposition within the time limit. The system also treats answering machines released to an agent as final. Those final outcomes could be misleading in your reports.
  • You can deactivate dispositions that you no longer use and reactivate them if needed.