NextOS Call Center: Using Disposition Codes

Description

Call Disposition Codes are attributes applied to a call to identify marketing promotions or other topics pertaining to a call center call. If Call Disposition Codes are enabled on the call center, an agent can apply a Call Disposition Code to a call while the call is still in progress.

To configure call disposition codes, submit a case to Nextiva support with a list of codes to set up on your account.

Using Call Disposition Codes

Call disposition codes can only be configured while speaking to the current caller.  If using the Unity client, a disposition code can be set after the call is completed, but before a new call comes in.
 

Agent or Supervisor Dashboard

While on a call from the call center, select the appropriate disposition code for the call from the drop-down menu in the active call section of the dashboard.


 

Unity Client

While on an active call from the call center, right-click on the call, select disposition codes and choose the disposition code to assign to the call.



To assign a disposition code to the previous call, right-click in the empty space where calls would happen and choose assign disposition code.  This can only be done to the previous call while idle.  Once you receive another call, you will be unable to disposition your previous call.