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.
Select the disposition that most closely applies to the call CXone Disposition Dictionary
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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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Type of Customer (Installer, 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 a summary of the customer information and interaction:
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If the customer' contact record is available AND the task record has been properly related, only a summary of the call is needed. |
If a Homeowner account is not available in Salesforce
Relate the interaction to the parent account (Organization) and leave the contact information in the disposition notes:
Customer’s Name
Job Link - EB homeowner
Contract ID - Beam Customer
If an Installer/Sales Rep account is not available in Salesforce
Relate the interaction to the parent account (Organization) and leave the contact information in the disposition notes:
Customer’s Name
Customer’s Email address
Job Link - EB homeowner
Complete all necessary after call work (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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