Adding Call Dispositions

Who can use this feature?

The main Product Owners along with the members having Admin Roles or Call Center Manager access granted.

Call disposition is basically the outcome or result of a customer interaction or call in a call center. In Engage, each call when ended by an agent has different call dispositions to choose from. Admin users, mainly the call center managers, manage the call disposition reasons for the call center.

You, as an admin user or call center manager, can add a new disposition or edit any previous one via the pen icon. Click on Admin in the header menu, Call Center and then Call Dispositions from the side menu. On the Manage Call Dispositions screen, click the + Add Call Disposition option, name the disposition and select OK. All call dispositions appear in the form of a list along with their names.