Dispositions

Dispositions are outcome labels used to classify the result of a conversation. They are required for certain workflows (such as transfers) and are essential for reporting and performance tracking.

Written By Thando Nomvungu

Last updated 21 days ago

How to create a Disposition

  1.  Go to Client Management

  1. Select a client

  2. Click Dispositions in the menu.

  1. Click Add Disposition.

  1. Enter the disposition name (e.g. Wrong Item Size).

  1. Add a description if required.

  2. Save.

Using Main, Sub & Final Result Dispositions

  • You can create main dispositions with unlimited sub dispositions.

  • You can also assign a final result disposition to capture the ultimate outcome of the interaction.

Example:

  • Main: Order Issue

    • Sub: Wrong Size Item

    • Final Result: Replacement Sent

Assigning a Disposition

In the active conversation, select the appropriate Disposition.

Save the disposition successfully.

Best Practices

  • Keep disposition structures simple and logical

  • Train agents and admins on correct usage

  • Review disposition lists regularly to ensure relevance