Create and Configure Dispositions in the Contact Center

Dispositions allow agents to tag a call with a resolution code after ending the call. The dispositions provide useful information that can be used to determine what type of calls the Contact Center is receiving and the result of the call.

Dispositions will show for an Agent during their wrap-up time of the call, as seen in the image below.

Create a new Disposition

1. To begin creating and configuring Dispositions, navigate to Administration > Queue Management > Dispositions and follow the steps below.
2. Select the 'Add Disposition +' button at the top of the Dispositions page.
   
3. Provide a Name in the popup window, add a check to the 'Is Active' section to enable the disposition, then be sure to Save.
   

Edit an existing Disposition

1. Select the 'Pencil' edit icon to the left of the Disposition you wish to modify.
   
2. Once selected, you can change the name and set active or inactive. Remember to Save the changes.