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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 email), the system will automatically place the agent in an unavailable after-call work status until a disposition is selected. |
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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:
| Info |
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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 - (Only for Beam/Concert Homeowner)Summary of the callBeam 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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