Ability to Add Dispositions and Sub-Dispositions to a Conversation

New Capability Released :

Agents can now add Sub-Dispositions to a Conversation.

Overview of Dispositions

Dispositions are descriptions of the outcome of the call. They work like codes that allow your agents to label inbound and outbound calls and help keep the entire team on the same page. With a glance, anyone accessing that call’s information will know if the issue was resolved, the sale was completed, the customer called to complain, the number was disconnected, or if the interaction requires follow-up and further attention.

Conversation Dispositions can capture the following information :

1. Conversation Outcomes(e.g., sale completed, issue resolved, call transfer, etc.)

2. Purpose of the call (e.g., complaint, refund, cancellation, tech support, etc.)

3. Events that Happened During the Call(e.g., billing, sales, order, account created), etc.

4. Quality of the Phone number (e.g., disconnected, busy, fax machine, etc.)

Need for Subdispositions: Agents and Contact Centre functions need to :

1. Capture granular details about the Outcome/Reason of a conversation.

2. Analyse and generate reports and analytics to understand customer behaviour, and business operations.

Sub-Disposition solves this particular need for agents and Contact Centres.

Release Date:

These enhancements were rolled out on 30th April 2024.

Need Assistance?

If you have any questions or need assistance with these new features, please don't hesitate to reach out to your dedicated sales representative or our customer success team. They're here to provide expert guidance and ensure a seamless transition as you make the most of these exciting capabilities.

Resources and Videos

We have plenty of resources to support your contact center efforts on our website under Resources: www.contacto.com

Access our product videos on YouTube: https://www.youtube.com/c/Contacto-by-plivo