Dispositions are statuses that apply to any phone or , chat and email interaction. Agents are required to apply a disposition to all calls, chats and chats email as part of their after-call work.
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Once an agent completes an interaction (inbound or outbound call, chat or chatemail), the system will automatically place the agent in an unavailable after-call work status until a disposition is selected. |
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Notes are required for each completed interaction. At minimum, the agent will leave:
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Customer’s Name
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Contract ID - (Only for Beam/Concert Homeowner)
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Summary of the call
Process:
When the call/chat/email ends, the agent’s status will default to UNAVAILABLE Wrap Up
Click the check mark to access the disposition and notes section
Select the appropriate disposition from the dropdown menu
Leave a note with the customer information and a summary of the interaction:
Customer’s Name
Job Link - EB homeowner
Contract ID - (Only for Beam/Concert Homeowner)
Summary of the call
Complete all necessary after call work (Jira, downloading calls, etc.) BEFORE saving and closing
Save & Close
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The agent’s status will automatically change back to available.
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