Dispositions are statuses that apply to any phone, chat and email interaction. Agents are required to apply a disposition to all calls, chats and email as part of their after-call work.
Select the disposition that most closely applies to the call CXone Disposition Dictionary
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.
Notes are required for each completed interaction.
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 (downloading calls, etc.) BEFORE saving and closing
Save & Close
The agent’s status will automatically change back to available.